Call Center Supervisor - Licensed

Job Purpose/Overview:

The Call Center Supervisor is a critical member of the Business Unit with accountability for all aspects of contact centre operations, including direct management, coaching, quality oversight, compliance monitoring, and development 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 of operational excellence, regulatory compliance, patient focus, and continuous improvement. The role is accountable for delivering services in a fiscally responsible manner.

Job Duties & Responsibilities:

• Supervise contact centre staff, including active performance management and employee development.
  • Provide day-to-day supervision of communicators and implement and communicate performance standards.
  • Provide clarity, gain commitment, and hold team members accountable for performance expectations.
  • Coach team members for success and support the development of direct reports.
  • Conduct performance evaluations, coaching sessions, and development planning.
  • Conduct recruitment interviews, onboarding, and training of new employees.
  • Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and South African labour legislation.
  • Proactively monitor staffing levels and workforce requirements.
  • Coordinate and deliver programme training as required.
  • Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise day-to-day contact centre operations to ensure service delivery, quality, compliance, and operational performance objectives are achieved.Deliver service that meets or exceeds client KPIs and service-level requirements.
  • Maintain all agreed service levels and operational metrics.
  • Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.
  • Manage contact centre operations in a fiscally responsible manner.
  • Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with the Health Insurance Portability and Accountability Act (HIPAA), the POPIA and appropriate communication standards.
  • Ensure timely identification, documentation, escalation, and reporting of Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with applicable client requirements, U.S. FDA requirements where applicable, SAHPRA requirements where applicable, company policies, and regulatory reporting timelines.
  • Provide oversight of pharmacovigilance and product quality complaint processes to ensure compliance with applicable regulations and timelines.
  • Communicate with callers in an empathetic and professional manner while explaining medical terminology in a clear and understandable way, where appropriate.
  • Develop contingency plans to maintain adequate staffing and service coverage during operational disruptions.
  • Serve as operational backup for inbound and outbound call handling when required.
  • Analyse daily, weekly, and monthly performance, quality, productivity, and database metrics and provide recommendations to leadership.
  • Oversee alternate communication channels including email, voicemail, web-based enquiries, and other approved channels.
  • Support implementation of programme modifications and special projects.
  • Support quality improvement initiatives designed to improve productivity, compliance, and service delivery.
  • Support the development of and maintain contact centre policies, procedures, and work instructions.
• 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).
  • Safeguard patient privacy and confidentiality in accordance with POPIA, company information security requirements, and applicable client confidentiality requirements.
  • Support audits, inspections, quality reviews, and corrective action activities as required.
  • Maintain a secure and confidential remote-working environment and ensure team compliance with information security and business continuity requirements.

Leadership Responsibilities:

• Articulates a clear and compelling vision that inspires and motivates people.
• Actively listens to others and encourages diverse ideas and opinions.
• Communicates openly with clarity and impact at all levels.
• Builds effective relationships and collaborates successfully across teams.
• Sets and models appropriate standards of behaviour and professionalism.
• Leads in a fair, consistent, and inclusive manner.
• Keeps up with current and future policies, practices, regulations, and industry trends.
• Uses business insight and market knowledge to guide actions and decisions.
• Effectively uses data to support decisions and drive performance.
• Demonstrates strong understanding of financial performance, cost management, and value creation.

Requirements & 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, as required by the client programme.
• Minimum five years’ experience supervising within a healthcare contact centre, medical information service, patient support programme, pharmacovigilance environment, or related healthcare setting.
• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.
• 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 (Outlook, Word, Excel, PowerPoint, and Teams) and the ability to quickly learn and effectively use new business applications, reporting tools, and client systems.
• Outstanding customer service, communication, coaching, leadership, and interpersonal skills.
• Ability to train, motivate, and develop team members.
• Demonstrated proficiency in spoken and written English, including the ability to communicate professionally with U.S.-based clients, healthcare professionals, and internal stakeholders. 
• Familiarity with U.S. FDA regulations and healthcare industry requirements preferred.
• Ability to maintain a secure remote work environment and comply with company information security requirements. 
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required. 

Physical Requirements:

• 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
• Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels:

• N/A or Not Listed

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Employment Equity

Inizio Engage is committed to the principles of the Employment Equity Act and promotes equal opportunity and fair treatment in employment. The Company prohibits unfair discrimination on any grounds protected by South African law.

Reasonable Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable South African legislation and company policy. Accommodation requests will be considered on a case-by-case basis