Call Center Supervisor – Licensed

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Inizio

WebsiteLinkedInAll Job Openings

10,000+ employees

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Inizio is a comprehensive commercialization partner that offers tailored solutions to health and life sciences companies. With expertise spanning clinical development, product launch, and data-driven insights powered by technology and AI, Inizio navigates the complexities of the drug lifecycle to maximize patient access and enhance treatment outcomes. They cater to a diverse range of therapeutic areas, including oncology, and are equipped to support companies from early-stage development through to commercialization, ensuring value is unlocked at every opportunity.

📋 Description

• 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.