Bilingual Call Center Supervisor
Ashfield Engage3.5
Job description
Ashfield Healthcare has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.
The Bilingual Call Center Supervisor is a critical member of the Business Unit Management, having accountability for all aspects of call floor operations, including direct management and coaching of team members. 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
This is your opportunity to join Ashfield, 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, 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
What will you be doing?
  • Supervise call center staff, including active performance management
  • Provide day-to-day supervision of the medical information specialists/customer service representatives.
  • Assign individuals to work schedules designed to meet client business needs; ensure staff adherence to assigned work schedules.
  • Implement and communicate performance standards o Coach team members for success and support individual development of direct reports
  • Conduct performance evaluations for designated staff members
  • Conduct new hire interviewing and training
  • Address performance issues, including disciplinary actions and terminations in a timely manner and according to Ashfield policies.
  • Monitor staffing levels
  • Coordinate and deliver program trainings as required by program
  • Create and implement initiatives designed to encourage teamwork and increase employee engagement.
  • Supervise call floor operations
  • Delivers service that meets or exceeds client expectations
  • Maintains all service levels
  • Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures
  • Manage call center operations in a fiscally responsible manner
  • Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client
  • Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.
  • Develop 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.
  • Analyze daily, weekly and monthly call metric and productivity reports, ; share analysis with Business Unit Leadership Team and offer recommendations based on analysis.
  • Oversee the handling of alternate channel requests as appropriate, including email, voice mail and white mail, and ensuring the timely completion of all.
  • As needed, assist with the implementation of program modifications and the scheduling of special call programs.
  • Assist Client Account Manager in the development and implementation of new client programs.
  • Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
  • Develop contact center policies and procedures.
  • 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
  • Associate’s degree Or equivalent work related experience
  • 1-2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience.
  • Understanding of call management systems such as CentreVu Supervisor.
  • Adept at all applicable computer software, i.e., Word, Excel, Power Point and Outlook.
  • Outstanding customer service, communication, and interpersonal skills.
  • Must possess the ability to train and motivate staff members.
About Ashfield Engage
Ashfield Engage, part of UDG Healthcare plc, is a global leader in commercialization services for the healthcare industry. We partner with our clients across Commercial, Patient Solutions, Medical Affairs, Market Access, and Event Experiences to build creative, scalable and tailored health solutions that are executed flawlessly, to deliver positive outcomes for patients.
Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

To learn more about Ashfield Engage, visit us at:

Ashfield Engage is proud to be an equal opportunity employer. Individuals seeking employment at Ashfield are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical 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 federal, state, or local laws. Further, pursuant to applicable local ordinances, Ashfield will consider for employment qualified applicants with arrest and conviction records.
Ashfield Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however; only qualified candidates will be considered.
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Company details


5001 to 10000

Company Description
Ashfield Engage ist ein globaler Experte für Dienstleistungen in der Pharma- und Healthcare-Branche. Unsere Fachbereiche sind aufgeteilt in Medical Affairs, Patient Solutions und Commercial. Insbesondere für den Bereich Commercial stellen wir seit vielen Jahren für unsere Kunden hoch qualifizierte Außendienstteams zusammen.
Company ratings
  • Overall
  • Company & Benefits
    3.3 / 5
  • Culture & Values
    3.5 / 5
  • Career Opportunities
    2.7 / 5
  • Work/Life Balance
    3.6 / 5
  • Senior Management
    3.3 / 5
Company reviews
"It's a disaster"
Former EmployeeClinical Nurse Educator
Unrealistic expectations, unclear everything, robotic, you catch my drift. Supportive teammates but it ends there. There are a lot of areas of improvement however I doubt anyone would listen

"It's a great starting job, not a place where diversity is embraced."
Former EmployeePharmaceutical Sales Representative
Work load is fair, management is very understanding and open to talk. There are employees that have worked there for over 5 years and get promoted because they know someone not because they have the skill set to be a manager or a coach. As a minority I never felt that there were equal opportunities to move up the ladder.

"Unrealistic expectations "
Former EmployeeClinical Nurse Educator
Very punitive . Managements plays favorites. Unclear policies. Supportive team of peer nurses with great expertise. Nebulous policies and blame nurses to look good to clients. Unrealistic territory management

Former EmployeeCustomer Service Representative
Not a friendly work culture. There was more of an emphasis on being cold and robotic. It was easy work, but management was incredibly annoying and unhelpful.