Call Center Supervisor, Medical Information; Licensed Nurse​/Pharmacist

Inizio Engage is hiring a Call Center Supervisor, Medical Information (Licensed), a critical member of the Business Unit responsible for overseeing all aspects of call floor operations. This includes direct management and coaching of team members, ensuring service delivery meets or exceeds client expectations, and maintaining high standards of compliance and operational excellence. The Supervisor also ensures services are delivered efficiently and in a fiscally responsible manner.

Team Leadership & Development

• Supervise and coach call center staff to meet performance standards.

• Conduct interviews, onboarding, training, and performance evaluations.

• Foster a culture of accountability, engagement, and continuous improvement.

Operational Oversight

• Ensure service delivery meets or exceeds client KPIs and compliance standards.

• Monitor call quality, adherence to scripts, and regulatory requirements (HIPAA, adverse events).

• Analyze call metrics and implement strategies for efficiency and quality.

• Serve as backup for call handling during staff shortages.

Client & Program Support

• Collaborate on program enhancements and special call initiatives.

• Support development of new client programs and quality improvement efforts.

• Oversee alternate communication channels (email, voicemail, mail).

Leadership Impact

• Communicate with clarity and inspire team alignment with organizational goals.

• Apply business insights to guide decisions and improve service delivery.

• Uphold high standards of professionalism and ethical conduct.

• Licensed R.N.or Pharmacist.

• 5+ years' supervisory experience in a call center (preferably healthcare-related).

• Proficient in call management systems (e.g., Avaya CMS) and Microsoft Office Suite.

• Strong communication, problem-solving, and organizational skills.

• Ability to lead cross-functional teams and manage multiple priorities.

• Health Benefits as of day 1 of employment

• Length of Service Awards

• Quarterly Star Awards

• Yearly Inizio Circle of Excellence Awards

• Referral bonus

• Library of online training courses

The salary range for the Call Center Supervisor, Medical Information (Licensed) is between $105,000-$115,000 CAD.

About Inizio Engage:

Inizio 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, 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.

We 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.

To learn more about Inizio Engage, visit us at:

Don't meet every job requirement? That's okay! We are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit, please apply directly through our Careers page. We're excited to meet you!

Superviseur(e) de centre d'appels, informations médicales (titulaire d'une licence)

Inizio Engage recrute un(e) superviseur(e) de centre d'appels - Informations médicales (titulaire d'une licence). Vous jouerez un rôle essentiel au sein de l'unité commerciale, en supervisant tous les aspects des opérations du centre d'appels. Cela comprend la gestion directe et l'encadrement de l'équipe, la garantie d'une prestation de services conforme (ou supérieure) aux attentes des clients, ainsi que le maintien de normes élevées en matière de conformité et d'excellence opérationnelle.

Vous veillerez également à une prestation de services efficace et responsable sur le plan financier.

Principales responsabilités

Leadership et développement de l'équipe

• Superviser et encadrer les membres de l'équipe afin d'assurer le respect des normes de performance.

• Mener les entretiens, assurer l'intégration, la formation continue et les…