Licensed Team Leader

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.  

Support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels  

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 Client Account Manager or designee and Call Center Communicators.  

• Support Vice President, Director, Supervisor, and Client Account Manager or designee 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 Client Account Management Team of all system failures/slow-downs.  

• Assist with call monitoring; provide timely feedback to Call Center 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 and Product Quality Complaints 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.  

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