Call Center Supervisor - Licensed (Remote)

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.