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! 

What’s in it for you? 

• Competitive compensation 

• 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 

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 medica