Senior Supervisor

CONDUENT COLOMBIA S.A; Bogotá ciudad; On-site; COP 100,440,000 - 145,080,000; Full time

Benefits offered by this job

Training program (8 weeks)

Job summary

CONDUENT COLOMBIA S.A. is seeking a Senior Supervisor, Delivery to lead Medical Information teams and ensure top-tier service delivery across global operations.

You will drive KPI monitoring, staffing coordination, and escalation management to uphold quality and compliance. The role requires a Bachelor’s degree, 3–5 years of relevant experience, and C1 English, with advanced Excel/Office skills and familiarity with CRM systems.

Qualifications

• Bachelor's degree required; Life Sciences preferred but not mandatory.
• Postgraduate or Master's degree is a plus.
• Minimum 3 years of relevant experience; 5 years preferred.
• Healthcare industry and/or Medical Affairs experience is preferred.
• C1 English proficiency.
• Advanced Microsoft Office skills and CRM/reporting tools.

Responsibilities

• Support day-to-day operational management of Medical Information programs.
• Monitor KPIs, service levels, productivity, quality, and client expectations.
• Coordinate staffing coverage and workload distribution.
• Manage operational escalations and assist timely issue resolution.
• Monitor dashboards and reports to identify trends and improvements.
• Support quality monitoring, CAPAs, and operational controls.
• Participate in governance meetings and quality calibrations.
• Support onboarding, training, and ongoing team development.
• Identify operational risks and recommend corrective actions.
• Ensure compliance with SOPs, PVAs, regulatory requirements, and policies.
• Lead and support ~3–5 direct reports including agents and Team Leaders.

Skills

Team leadership

Operations management

Customer service

Problem-solving

Communication

Decision-making

Adaptability

Teamwork

Education

Bachelor's degree

Master's degree

Tools

Excel

PowerPoint

Outlook

SharePoint

Teams

CRM platforms

Reporting tools

Job description

We're Hiring: Senior Supervisor, Delivery - Medical Information

Are you an experienced operations professional looking for an opportunity to lead teams and support high-quality service delivery in a global environment?

We are looking for a Senior Supervisor, Delivery to join our Operations team and support the day-to-day management of Medical Information programs, ensuring operational performance, quality, compliance, and an excellent customer experience.

Location

Colombia

Working Hours

2:00 AM - 11:00 AM Colombia time (9:00 AM - 6:00 PM CEST)

The position primarily supports teams located across EMEA and APAC regions

What you’ll do

• Support the day-to-day operational management of Medical Information programs.
• Monitor KPIs, service levels, productivity, quality, and client expectations.
• Coordinate staffing coverage and workload distribution.
• Manage operational escalations and support timely issue resolution.
• Monitor dashboards and performance reports to identify trends and improvement opportunities.
• Support quality monitoring, reconciliations, CAPAs, and operational controls.
• Participate in operational reviews, governance meetings, and quality calibrations.
• Support onboarding, training, and ongoing team development.
• Identify operational risks and recommend corrective actions.
• Ensure compliance with SOPs, PVAs, Quality Agreements, regulatory requirements, and company policies.
• Lead and support approximately 3-5 direct reports, including agents and potentially Team Leaders.

What we're looking for

• Bachelor's degree required; a Life Sciences background is preferred but not mandatory.
• Postgraduate or Master's degree is a plus.
• Minimum 3 years of relevant experience; 5 years preferred.
• Healthcare industry and/or Medical Affairs experience is preferred.
• C1 English proficiency.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Outlook, SharePoint, and Teams.
• Experience with CRM platforms, contact center technologies, and reporting tools is preferred.
• Knowledge of Medical Information processes, Pharmacovigilance requirements, and healthcare compliance is highly valued.
• Strong customer service, communication, problem-solving, decision-making, adaptability, and teamwork skills.
• Training: Approximately 8 weeks, following the standard onboarding training program. Training will generally take place from 2:00 AM to 11:00 AM Colombia time.

If you have a strong operations background, enjoy leading teams, and are comfortable working in a global environment, we'd love to hear from you!