Bilingual Contact Center Supervisor

Role Overview

• Strategic Business Unit leader, responsible for success of all aspects of program.
• Participate in all aspects of project implementation including contract development, staff modeling and pricing.
• Collaborate with Business Development to identify, develop and manage efficient, revenue generating strategies.
• Communicate with senior level client contacts regularly (written and verbal) to update on project performance and strategic initiatives.
• Develop and nurture business relationships to gain/share insight and network to identify future opportunities.
• Direct designated project team members in their role as liaisons between clients, call center staff and other internal resources/departments and outside vendors to ensure successful program implementation and delivery of agreed upon service level/quality expectations.
• Oversee and provide guidance on the strategy and tactics for program implementation.
• Review and make recommendations regarding staffing models, training plans and reporting templates to ensure contract obligations are met with a high degree of accuracy, efficiency and customer satisfaction.
• Provide counsel to clients and assigned staff to develop programs and address issues in a legal and regulatory compliant manner.
• Responsible for Inside Sales teams and account management oversight and management of assigned Business Unit.
• This includes employee recruitment, development and retention.
• Accountable for the profitability of projects in assigned Business Unit.
• Ensure accurate and timely invoicing P&L Review Adherence to client budgets and work/purchase orders Management and oversight of contract negotiations.
• Actively participate in the creation and delivery of periodic client business reviews, operational and contract related meetings.
• Act as Subject Matter Expert (SME) across Business Units in identified area(s).
• Nurture and support team and corporate culture within Business Units.
• Participate in creation and communication of corporate vision while empowering Business Unit to act on Inizio’s vision.

Requirements

• Must be fluent in Spanish
• Bachelor’s Degree in Health Science, Telecommunications, Marketing or related field or equivalent work related experience
• Demonstrated analytical skills and sound decision making abilities.
• Experience in roles requiring contracting and budget management, fiscal accountability and increased responsibilities managing direct report employees and operational execution of client contracts to exceed projected goals.
• Strong coaching and people development skills.
• Provide employees with actionable feedback on a consistent basis.
• A practical understanding of the pharmaceutical and healthcare industries.
• Understanding of current industry climates including sales, potential opportunities, managed care environments and competition.
• Experience working in inside sales call center environment, preferably in a management, quality or client facing position.
• Experience with writing and presenting operational task orders for clients.
• Ability to develop key business contacts among senior client management.
• Success leading internal and/or external teams over extended periods of time
• Ability to join frequent meetings and calls without disruption or disconnecting

Benefits

• Competitive compensation
• Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions
• Employee discounts & exclusive promotions
• Recognition programs, contests, and company-wide awards
• Exceptional, collaborative culture
• Best Places to Work in BioPharma (2022, 2023, & 2025)
• Certified Great Place to Work (2022, 2023, 2025)