Bilingual Contact Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Business Unit and manage all aspects of program success.

• Engage in project implementation, which includes contract development, staffing models, and pricing.

• Work closely with Business Development to create effective, revenue-generating strategies.

• Maintain regular communication with senior-level client contacts regarding project performance and strategic initiatives.

• Build and cultivate business relationships while identifying future opportunities.

• Guide project team members who act as liaisons between clients, call center staff, internal departments, and external vendors.

• Oversee the strategy and tactics necessary for program implementation.

• Review and suggest staffing models, training plans, and reporting templates.

• Advise clients and staff on programs that are legally and regulatorily compliant, as well as on issue resolution.

• Supervise Inside Sales teams and account management, focusing on recruitment, development, and retention.

• Manage project profitability, including invoicing, P&L review, budgets, work orders, and purchase orders.

• Oversee contract negotiations.

• Take part in client business reviews and operational and contract-related meetings.

• Serve as a subject matter expert across Business Units.

• Promote team and corporate culture while communicating the corporate vision.

⛳️ Requirements

• Proficiency in Spanish is required.

• Bachelor’s Degree in Health Science, Telecommunications, Marketing, or a related field, or equivalent work experience.

• Proven analytical skills and strong decision-making capabilities.

• Experience in contracting, budget management, fiscal accountability, direct-report employee management, and operational execution of client contracts.

• Exceptional coaching and people development skills.

• Practical knowledge of the pharmaceutical and healthcare sectors.

• Awareness of current industry climates, including sales, potential opportunities, managed care environments, and competition.

• Experience in an inside sales call center environment, preferably in management, quality, or client-facing roles.

• Experience in creating and presenting operational task orders for clients.

• Ability to establish key business contacts among senior client management.

• Proven success in leading internal and/or external teams over extended periods.

• Capability to participate in frequent meetings and calls without disruptions or disconnections.

🏝️ Benefits

• Competitive compensation.

• Accrued time off.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k).

• Disability insurance.

• Life insurance.

• Paid maternity leave.

• Paid paternity leave.

• Employee discounts and exclusive promotions.

• Recognition programs, contests, and company-wide awards.

• Exceptional, collaborative culture.

• Certified Great Place to Work and recognized as one of the Best Places to Work in BioPharma.