Call Center Supervisor - Licensed
M
Medistrava CentralHealthcare Contact Centre
Cape Town, South Africa; Durban, South Africa; Johannesburg, South Africa, Must be able to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays.Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- Minimum five years’ experience supervising within a healthcare contact centre, medical information service, patient support programme, pharmacovigilance environment, or related healthcare setting.
- Required Skills
- Microsoft OfficeHIPAA
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.
- Minimum five years of supervisory experience within a healthcare contact centre, medical information service, patient support programme, or pharmacovigilance environment.
- Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based stakeholders.
- Experience managing operational, quality, compliance, and performance metrics in a regulated environment.
- Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Teams).
- Familiarity with contact centre management systems and workforce management tools.
- Ability to work U.S.-aligned schedules, including evenings, overnight shifts, weekends, and holidays.
- Ability to maintain a secure remote work environment meeting information security requirements.
- Understanding of U.S. healthcare systems, medicines regulation, and FDA requirements preferred.
- Knowledge of HIPAA and POPIA compliance standards.
Responsibilities
- Supervise contact centre staff, including performance management, coaching, and development planning.
- Conduct recruitment, onboarding, and training of new team members.
- Monitor inbound and outbound interactions for script adherence, pharmacovigilance, and HIPAA compliance.
- Oversee the identification, documentation, and reporting of adverse events and product quality complaints.
- Manage contact centre operations to achieve service-level objectives and KPIs.
- Analyze performance metrics and provide recommendations to leadership.
- Maintain a secure remote-working environment and ensure team compliance with information security requirements.
View Full Description & ApplyYou'll be redirected to the employer's site
