Call Center Supervisor – Licensed

Inizio

Call Center Supervisor overseeing contact centre operations and staff at Inizio Medical. Ensuring regulatory compliance and delivering client service excellence in a healthcare environment.

Posted 7/15/2026full-timeRemote • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in supervising healthcare contact centre operations, ensuring compliance with regulatory requirements, and fostering team development through effective coaching and performance management. Proficient in managing operational metrics and delivering high-quality customer service in a regulated environment.

Highest-signal resume keywords

Supervising Healthcare Contact Centre OperationsPerformance ManagementRegulatory ComplianceCoaching and DevelopmentCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementOperational Metrics ManagementHealthcare Compliance StandardsPharmacovigilance RequirementsContact Centre Management SystemsWorkforce Management ToolsMicrosoft Office ApplicationsTraining and DevelopmentRecruitment and OnboardingPerformance Evaluations

Soft Skills

LeadershipCommunicationCoachingInterpersonal SkillsTeam Motivation

Certifications & Qualifications

Current Registration with South African Nursing Council (SANC)Current Registration with South African Pharmacy Council (SAPC)

Industry Keywords

Healthcare Contact CentrePatient Support ProgrammeMedical Information ServicePharmacovigilanceU.S. FDA RequirementsSAHPRA RequirementsHealth Insurance Portability and Accountability Act (HIPAA)Continuous Quality ImprovementClient KPIsService-Level Requirements

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.