Inizio Engage has a new and exciting partnership with a leading biopharmaceutical company focused on delivering novel therapeutics for Hepatology with a focus on Metabolic Liver Disease.
The Call Center Supervisor is a critical member of the Business Unit having accountabilities for all aspects of call floor operations, including direct management and coaching of team members. The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner.
This is your opportunity to join Inizio Engage and represent a top biotechnology company!
Why You’ll Love Working Here
We believe great people deserve great support—at work and beyond. That’s why we offer a rewards experience designed to help you thrive personally, professionally, and financially:
Competitive pay that recognizes your experience, expertise, and impact
Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave
Company-paid holidays so you can rest, recharge, and focus on what matters most
Recognition programs, contests, and awards that celebrate your contributions
Continuous growth opportunities through learning, leadership development, and career advancement support
A collaborative culture where your ideas are valued and your work makes a difference
We’re also proud to be recognized for creating an exceptional employee experience:
Best Place to Work in BioPharma — 2022, 2023, 2025
Certified Great Place to Work® — 2021, 2023, 2025, 2026
Learn more: https://www.greatplacetowork.com/certified-company/7003732
What will you be doing?
Supervise call center staff, including active performance management
Provide day-to-day supervision of the communicators. Implement and communicate performance standards
Provide Clarity, Gain Commitment and Hold Accountable on performance expectations
Coach team members for success and support individual development of direct reports
Conduct performance evaluations for designated staff members
Conduct new hire interviewing and training
Address performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policies
Proactively monitor staffing levels
Coordinate and deliver program trainings as required by program
Create and Implement initiatives designed to encourage teamwork and increase employee engagement.
Supervise call floor operations
Deliver service that meets or exceeds client KPI’s
Maintain all service levels
Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures
Manage call center operations in a fiscally responsible manner
Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client
Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.
Develop a contingency plan to maintain adequate coverage levels, in the event of staff shortages. This will include serving as backup handling inbound/outbound calls when needed.
Analyze daily, weekly and monthly call metric and productivity reports and database metrics, share analysis with Business Unit Leadership Team, and offer recommendations based on analysis.
Oversee the handling of alternate channel requests as appropriate including, email, voice mail and white mail, and ensuring the timely completion of all.
As needed, assist with the implementation of program modifications and the scheduling of special call programs.
Assist Client Account Manager or…