Bilingual Team Lead
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Job Description
Bilingual Team Lead managing call center staff for a leading Biotechnology company. Ensuring effective communication and support across various organizational levels and project initiatives.
Responsibilities:
- 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 medical terminology, as needed.
- Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
- Adhere to all company policies and Standard Operating Procedures.
- Possess effective organizational skills, including working on multiple projects simultaneously.
- 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).
Requirements:
- Bachelor’s degree or equivalent work related experience
- Bilingual Spanish Required
- Previous Contact Center Leadership responsibilities required
- REMS experience preferred
- Experience with Verint Salesforce, Five 9 preferred
- Excellent verbal, written and listening communication skills
- Adept at all applicable computer software, i.e., Word, Excel, and Outlook
- Strong aptitude to learn new computer programs and client specific applications as for assigned program
- Ability to join frequent meetings and calls without disruption or disconnecting
- Outstanding customer service, communication, and interpersonal skills
- Must possess the ability to train and motivate staff members
- Must have a designated separate home office space that is quiet and away from distractions
Benefits:
- Competitive compensation
- Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions
- Employee discounts & exclusive promotions
- Recognition programs, contests, and company-wide awards
- Exceptional, collaborative culture
- Best Places to Work in BioPharma (2022, 2023, & 2024)
- Certified Great Place to Work (2022, 2023, 2025)
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