Health Care Contact Center Supervisor (Remote)

The role

The Call Center Supervisor manages contact centre operations, including direct management, coaching, quality oversight, and compliance monitoring. This person will lead team members to deliver service that meets client goals while ensuring regulatory compliance.

What you will do

• Supervise contact centre staff through performance management and employee development.
• Provide day-to-day supervision of communicators and implement performance standards.
• Coach team members and conduct performance evaluations and development planning.
• Conduct recruitment interviews, onboarding, and training of new employees.
• Address employee performance and conduct issues through coaching and disciplinary processes.
• Monitor staffing levels and workforce requirements.
• Supervise day-to-day operations to ensure service delivery, quality, and compliance.
• Monitor customer interactions for script adherence, pharmacovigilance, HIPAA, and POPIA compliance.
• Ensure timely identification and reporting of Adverse Events and Product Quality Complaints.
• Analyze performance, quality, and productivity metrics to provide recommendations to leadership.

Required qualifications

• Current registration and good standing with the South African Nursing Council (SANC), South African Pharmacy Council (SAPC), or other relevant South African healthcare professional body.
• Minimum five years experience supervising within a healthcare contact centre, medical information service, patient support programme, pharmacovigilance environment, or related healthcare setting.
• Experience managing operational, quality, compliance, and performance metrics within a regulated environment.
• General understanding of contact centre management systems and workforce management tools.
• Proficiency in Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Teams.
• Outstanding customer service, communication, coaching, leadership, and interpersonal skills.
• Ability to train, motivate, and develop team members.
• Demonstrated proficiency in spoken and written English.
• Ability to maintain a secure remote work environment.
• Ability to work schedules including evenings, overnight shifts, weekends, and holidays.
• Ability to lift, carry and otherwise move up to 25 pounds.
• Ability to sit, stand or walk for various lengths of time throughout the day.

Nice to have

• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards.
• Familiarity with U.S. FDA regulations and healthcare industry requirements.

About the company

Inizio is expanding its global Medical Information and Contact Centre teams to support leading global healthcare organizations.