Healthcare Contact Centre Supervisor - (Remote)

The role

The Call Center Supervisor manages contact center operations, including direct management, coaching, quality oversight, and compliance monitoring. This person will lead team members to meet client goals and ensure regulatory compliance in a healthcare setting.

What you will do

• Supervise contact center 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, and HIPAA compliance.
• Ensure timely identification and reporting of Adverse Events and Product Quality Complaints.
• Analyze performance, quality, and productivity metrics to provide recommendations.

Required qualifications

• Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board.
• Minimum five years’ experience supervising within a healthcare contact center, medical information service, patient support program, pharmacovigilance environment, or related healthcare setting.
• Experience managing operational, quality, compliance, and performance metrics within a regulated environment.
• General understanding of contact center management systems and workforce management tools.
• Proficiency in Microsoft Office applications (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 lift, carry and otherwise move up to 25 pounds.
• Ability to sit, stand or walk for various lengths of time throughout the day.
• Ability to communicate effectively with clients and co-workers.
• Ability to proficiently operate computer hardware and software on a daily basis.

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 across APAC and South Africa to support leading global healthcare organizations.