Call Center Supervisor - Licensed
New
I
Inizio MedicalHealthcare
Cape Town, South Africa; Durban, South Africa; Johannesburg, South Africa, Must work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays.Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum five years
- Required Skills
- LeadershipMicrosoft OfficeQuality AssuranceHIPAA
Requirements
- Current registration with SANC, SAPC, or other relevant South African healthcare professional body.
- Minimum 5 years of experience supervising in a healthcare contact centre, medical information, patient support, or pharmacovigilance setting.
- Demonstrated proficiency in spoken and written English for professional communication.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams).
- Ability to work schedules supporting U.S. business hours (evenings, overnights, weekends, holidays).
- Knowledge of U.S. healthcare systems, pharmacovigilance, and compliance standards (preferred).
- Familiarity with U.S. FDA regulations (preferred).
- Ability to maintain a secure, compliant remote work environment.
- Ability to lift/move up to 25 pounds.
Responsibilities
- Supervise contact centre staff, including performance management, coaching, and development.
- Ensure service delivery meets client KPIs, quality standards, and regulatory requirements.
- Monitor customer interactions to ensure pharmacovigilance compliance (HIPAA, POPIA, FDA, SAHPRA).
- Oversee identification, documentation, and reporting of Adverse Events and Product Quality Complaints.
- Conduct recruitment, onboarding, and training for new team members.
- Analyze performance and quality metrics to provide operational recommendations.
- Manage contact centre operations in a fiscally responsible manner.
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