{"id":4036744,"url":"https://alion.io/job/inizio-call-center-supervisor","title":"Call Center Supervisor","company":{"id":16360,"name":"Inizio","domain":"inizio.com","url":"https://alion.io/company/inizio","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":42000,"max":78000,"currency":"USD","period":"year","gross":null,"usd_annual":78000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-10T15:52:05Z","employer_posted_date":null,"last_verified_at":"2026-11-10T15:52:05Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses. \nThe Call Center Supervisor is a critical member of the Business Unit having accountability for all aspects of call floor operations, including direct management and coaching of team members. \n The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner. \nThis is your opportunity to join Inizio Engage and represent a top biotechnology company!  \nWhy You’ll Love Working HereWe 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: \n\nCompetitive pay that recognizes your experience, expertise, and impact \n\nComprehensive 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 \n\nCompany-paid holidays so you can rest, recharge, and focus on what matters most \n\nRecognition programs, contests, and awards that celebrate your contributions \n\nContinuous growth opportunities through learning, leadership development, and career advancement support \n\nA collaborative culture where your ideas are valued and your work makes a difference \n\nWe’re also proud to be recognized for creating an exceptional employee experience: \n\nBest Place to Work in BioPharma — 2022, 2023, 2025 \n\nCertified Great Place to Work® — 2021, 2023, 2025, 2026 \n\nLearn more: \n  What will you be doing?    \n\n Supervise call center staff, including active performance management \n\nProvide day-to-day supervision of the communicators. Implement and communicate performance standards \n\nProvide Clarity, Gain Commitment and Hold Accountable on performance expectations \n\nCoach team members for success and support individual development of direct reports \n\nConduct performance evaluations for designated staff members\n\nConduct new hire interviewing and training \n\nAddress performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policies \n\nProactively monitor staffing levels \n\nCoordinate and deliver program trainings as required by program\n\nCreate and Implement initiatives designed to encourage teamwork and increase employee engagement. \n\nSupervise call floor operations \n\nDeliver service that meets or exceeds client KPI’s \n\nMaintain all service levels \n\nEnsure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures \n\nManage call center operations in a fiscally responsible manner \n\nStrategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client \n\nMonitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique. \n\nDevelop a contingency plan to maintain adequate coverage levels, in the event of staff shortages. This will include serving as backup handling inbound/outbound calls when needed. \n\nAnalyze daily, weekly and monthly call metric and productivity reports and database metrics, share analysis with Business Unit Leadership Team, and offer recommendations based on analysis. \n\nOversee the handling of alternate channel requests as appropriate including, email, voice mail and white mail, and ensuring the timely completion of all. \n\nAs needed, assist with the implementation of program modifications and the scheduling of special call programs. \n\nAssist Client Account Manager or designee in the development and implementation of new client programs. \n\nAssist in the development of quality improvement programs as a means to increase productivity and improve service levels. \n\nDevelop contact center policies and procedures. \n\nMust 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). \n\n  What do you need for this position?    \n\nCurrent RN or Pharmacist license \n\nFive years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience. \n\nGeneral understanding of call management systems, such as CentreVuSupervisor. \n\nAdept at all applicable computer software, i.e., Word, Excel, Powerpoint, Outlook and Avaya CMS. \n\nOutstanding customer service, communication, and interpersonal skills. \n\nMust possess the ability to train and motivate staff members.  \n\nThe base pay range for this position is $42K – $78K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs. \nAbout Inizio EngageInizio 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. \nWe 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. \nTo learn more about Inizio Engage, visit us at: \nEqual Opportunity & Inclusion\nInizio Engage is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. \nInizio Engage is committed to providing reasonable accommodations in accordance with applicable law. \nInizio Engage complies with applicable fair chance hiring laws and will consider qualified applicants regardless of criminal history. Where permitted by applicable law, employment offers may be contingent upon the successful completion of a background check. Any information obtained from a background check will be considered in relation to the requirements of the relevant position, consistent with applicable law. \nCandidate Use of Artificial Intelligence in Interviews\nAs part of our commitment to a fair and equitable hiring process, candidates are expected to complete all interview activities without the use of artificial intelligence tools or external assistance unless such assistance is authorized in advance by Inizio Engage or otherwise required in accordance with applicable law. This includes, but is not limited to, using generative artificial intelligence platforms to produce, edit, or guide responses in real time. Candidates may be asked to confirm compliance with this policy. Any violation of this policy may result in disqualification from consideration of employment. Candidates may submit requests for reasonable accommodation in accordance with applicable law to the Inizio Engage Talent Acquisition.\nOriginally posted on Himalayas","description_format":"text","description_chars":7969,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities","Health insurance","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Healthcare & Life Sciences Consulting","Pharma Marketing & Medical Communications"],"lifecycle":[{"event":"open","at":"2026-11-10T20:28:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":77,"reasons":["seen:0","win:early"],"computed_at":"2026-11-10T22:53:22Z"},"pay":{"stated_usd_annual":78000,"is_top_pay":false},"html_url":"https://alion.io/job/inizio-call-center-supervisor","json_url":"https://alion.io/job/inizio-call-center-supervisor.json","meta":{"generated_at":"2026-11-10T22:53:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":142,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":16360},"rest":"https://alion.io/mcp/rest/get_company?id=16360"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finizio-call-center-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finizio-call-center-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finizio-call-center-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/inizio-call-center-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finizio-call-center-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4036744}},{"tool":"search_jobs","arguments":{"company":"inizio.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4036744},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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