Call Center Supervisor – Licensed

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee contact center personnel, including active performance management and staff development.

• Offer daily supervision to communicators and establish as well as communicate performance expectations.

• Provide clarity, secure commitment, and ensure team members are accountable for performance goals.

• Guide team members towards success and assist in the growth of direct reports.

• Perform performance assessments, coaching sessions, and development planning.

• Conduct recruitment interviews, onboarding, and training for new hires.

• Address employee performance and conduct issues through coaching, corrective action, and disciplinary procedures in compliance with Company policies, due process requirements, and relevant Philippine labor laws.

• Actively monitor staffing levels and workforce needs.

• Coordinate and provide program training as needed.

• Develop and execute initiatives aimed at fostering teamwork and enhancing employee engagement.

• Supervise daily contact center operations to ensure service delivery, quality, compliance, and achievement of operational performance objectives.

• Deliver services that meet or surpass client KPIs and service-level requirements.

• Maintain all agreed service levels and operational metrics.

• Ensure client requirements are met with a high level of quality and compliance with relevant policies, SOPs, and regulatory standards.

• Manage contact center operations with fiscal responsibility.

• Collaborate with internal stakeholders to promote a culture of continuous quality improvement and operational excellence.

• Monitor inbound and outbound customer interactions to guarantee adherence to scripts, call integrity, pharmacovigilance compliance, and compliance with the Health Insurance Portability and Accountability Act (HIPAA), the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), and appropriate communication standards.

⛳️ Requirements

• Current registration and good standing with the Professional Regulation Commission (PRC) and the relevant Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as mandated by the client program.

• At least five years of supervisory experience in a healthcare contact center, medical information service, patient support program, pharmacovigilance environment, or similar healthcare setting.

• Familiarity with United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.

• Experience in managing operational, quality, compliance, and performance metrics in a regulated setting.

• Basic understanding of contact center management systems and workforce management tools.

• Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams) and capable of quickly learning and effectively utilizing new business applications, reporting tools, and client systems.

• Exceptional customer service, communication, coaching, leadership, and interpersonal skills.

• Ability to train, inspire, and develop team members.

• Proven proficiency in spoken and written English, with the ability to engage professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.

• Knowledge of U.S. FDA regulations and healthcare industry requirements preferred.

• Willingness and ability to work schedules that accommodate U.S. business operations, including evenings, overnight shifts, weekends, and holidays as necessary.

🏝️ Benefits

• Inizio Engage is dedicated to offering equal employment opportunities to all applicants and employees.

• Employment decisions are made based on qualifications, merit, business needs, and job requirements.

• We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other relevant jurisdictions.

• Inizio Engage is dedicated to providing reasonable accommodations to qualified applicants and employees with disabilities in line with applicable laws in the Philippines and company policy.

• Accommodation requests will be evaluated on a case-by-case basis.