Multilingual Contact Center Team Manager

6 days ago


Remote, Oregon, United States Inizio Engage Full time
Job Title: Multilingual Contact Center Team ManagerAbout the Role:

We are seeking a highly skilled and experienced Multilingual Contact Center Team Manager to lead our team of customer service representatives. As a key member of our team, you will be responsible for ensuring excellent customer service, meeting sales targets, and driving business growth.

Key Responsibilities:
  • Maintain high-quality standards for all client projects, adhering to project scripts and guidelines.
  • SUPPORTING BILINGUAL AND UNILINGUAL AGENTS IN THEIR DAILY ROLES.
  • Accurately collect information required by individual programs and document data in specific project databases.
  • Complete and accurately document Adverse Events and Product Quality Complaints according to client and federal guidelines.
  • Demonstrate effective communication and tele-management skills.
  • Provide empathetic support to callers and facilitate understanding of medical terminology as needed.
  • Display flexibility within the department to maximize utilization and perform administrative duties as required.
  • Adhere to all company policies and Standard Operating Procedures.
  • Possess effective organizational skills, including working on multiple projects simultaneously.
  • Safeguard patient privacy and confidentiality by following HIPAA guidelines.
  • Conduct monitoring and coach individuals on quality and KPI maintenance.
  • Support Call Center Supervisor in maintaining required Team Activities.
Requirements:
  • High School Diploma or equivalent work experience required.
  • Minimum Associate's degree with business-related courses preferred.
  • Pursuing BA/BS strongly recommended.
  • 2+ years of successful experience training or supervising in a Call Center operation preferred.
  • Excellent verbal, written, and listening communication skills.
  • Proficient in applicable computer software, i.e., Word, Excel, and Outlook.
  • Strong ability to learn new computer programs and client-specific applications.
  • Outstanding customer service, communication, and interpersonal skills.
  • Able to train and motivate staff members.
  • Fluency in Spanish Language.
What We Offer:
  • Competitive compensation package ($60,000 - $80,000 per year).
  • Excellent benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and bonding time benefits, employee discounts/promotions.
  • Generous performance-driven Incentive Compensation package.
  • Competitive environment with company-wide recognition, contests, and coveted awards.
  • Exceptional company culture.
  • Recognized as a Top Workplace USA 2021.
  • Awarded a 'Great Place to Work' award in 2022 and 2023.
  • Fortune Best Workplaces in Biopharma 2022.
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 values: We empower everyone, We rise to the challenge, We work as one, We ask what if, We do the right thing. And we will ask you how your personal values align to them.



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