Remote Call Center Supervisor (Registered Nurse)

The compensation for this role is $72,000 per year. Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.   The Call Center Supervisor is a critical member of the Business Unit having accountability 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  Ability to join frequent meetings and calls without disruption or disconnecting  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 designee in the development and implementation of new client programs.  Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.  Develop contact center policies and procedures.  Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).  What do you need for this position?   Current RN license  Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience.  General understanding of call management systems, such as CentreVuSupervisor.  Adept at all applicable computer software, i.e., Word, Excel, Powerpoint, Outlook and Avaya CMS.  Outstanding customer service, communication, and interpersonal skills.  Must possess the ability to train and motivate staff members.    The base pay range for this position is $50K – $94K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs. About Inizio Engage   Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people, and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.  We believe in our va