Bilingual Team Lead Non-Licensed

Inizio  Engage  has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses   Team Leaders support the supervision of the call center staff to ensure prompt and  accurate  response to customer contacts via all communication channels. They will primarily act in a 50/50 capacity; 50% on the phones managing telecommunications and 50%  assisting   the Call Center Supervisor with leading the project team.   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?   Provide intermediary  service  between Call Center Supervisor and Call Center Communicators.   Support  Business  Unit Director, Operations Manager, Client Account Manager and Call Center Supervisor   in all project business initiatives and  objectives .   Update training materials and conduct  trainings  as directed by Call Center Supervisor.   Investigate inquiries and complaints and handle escalations for  program .   Inform Supervisor and Operations Team of all system failures/ slow-downs .   Assist  with call monitoring; provide  timely  feedback to Healthcare Communicators.   Be innovative, using creativity,  imagination  and information to develop ideas and suggestions for improvements.   Assist  the management team with the compilation of individual monthly program metrics   Disseminate all project information/directives to  team .   Lead by example, adhering to corporate compliance and  demonstrating  the values of quality, integrity, innovation, accountability, collaboration, and leadership.   Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.   Accurately collect information required by individual programs and correctly document data in specific project databases.   Complete and accurately document Adverse  Events  as  per client and federal guidelines.   Exhibit effective communication and tele-management skills.   Converse with callers in an empathetic manner and  facilitate  the callers in their ability to understand medical terminology, as needed.   Display flexibility within  department  to maximize utilization, including performing administrative and non-telecommunication duties as needed.   Adhere to all company policies and Standard Operating Procedures.   Possess effective organizational skills, including working on multiple projects simultaneously.   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?   Bilingual- Spanish Speaking     Bachelor’s   degree or equivalent  work related  experience.   2+ years of successful experience training or supervising within a Call Center operation preferred.   Excellent verbal, written and listening communication skills.   Adept at all applicable computer software, i.e., Word, Excel, and Outlook. Strong aptitude to learn new computer programs and client specific applications as for assigned  program .   Ability to join frequent meetings and calls without disruption or disconnecting   Outstanding customer service, communication, and interpersonal skills.   Must  possess  the ability to train and motivate staff members.   Must have stable, reliable, high speed home internet.   Must have a designated separate home office space that is quiet and away from distractions   The base pay range for this position is $14.00/hr – $26.00/hr. 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 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.   To learn more about  Inizio  Engage, visit us at:  https://inizio.com/   Equal Opportunity & Inclusion     Inizio  Engage is proud to be an equal opportunity employer. All qualified applicants will receive consideration