Health Care Contact Center Supervisor (Remote)

iniziomedical; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

iniziomedical is seeking an experienced Operations Supervisor for a remote healthcare contact centre serving U.S. clients. You will lead staff, manage performance, ensure quality and regulatory compliance, and drive client satisfaction across channels.

Responsibilities include coaching, recruitment support, workforce planning, monitoring key metrics, and enforcing privacy and pharmacovigilance standards while maintaining a secure remote work environment.

Qualifications

• Minimum 5 years supervising in a healthcare contact centre or related healthcare environment.
• Experience overseeing operational, quality, and compliance measures in a regulated setting.
• Strong coaching, leadership, customer service, and communication skills in English for U.S.-based stakeholders.

Responsibilities

• Manage, coach, and develop contact centre staff; set performance expectations and conduct reviews.
• Support recruitment, onboarding, workforce planning, staffing coverage, and team engagement.
• Monitor service delivery, quality, productivity, and client metrics; recommend improvements.
• Ensure adherence to scripts, privacy rules, and pharmacovigilance requirements.
• Document, escalate, and report adverse events and product complaints on time.
• Coordinate alternative contact channels and prepare contingency plans.

Skills

Leadership

Coaching

Customer service

Communication

English proficiency

Education

Regulatory registration (e.g., nursing/pharmacy council)

Job description

Role overview

Oversee day-to-day operations for a healthcare contact centre, leading staff and ensuring callers receive professional, empathetic support. The supervisor is accountable for service levels, team performance, quality, and regulatory compliance, including timely handling and escalation of safety and product quality reports. The role is remote and supports operations serving U.S. healthcare clients.

Responsibilities

• Manage, coach, and develop contact centre staff; set performance expectations and conduct reviews, training, and development planning.
• Support recruitment, onboarding, workforce planning, staffing coverage, and team engagement.
• Monitor service delivery, quality, productivity, and client metrics; recommend operational improvements.
• Review customer interactions and oversee adherence to approved scripts, procedures, privacy rules, and pharmacovigilance requirements.
• Ensure adverse events, product complaints, and other reportable information are documented, escalated, and reported within required timelines.
• Coordinate alternate contact channels and provide call-handling backup when needed; prepare contingency plans for disruptions.

Requirements

• Current registration and good standing with the South African Nursing Council, South African Pharmacy Council, or another relevant South African healthcare professional body, as required by the programme.
• At least five years supervising in a healthcare contact centre, medical information service, patient support program, pharmacovigilance setting, or related healthcare environment.
• Experience overseeing operational, quality, compliance, and performance measures in a regulated setting.
• Strong coaching, leadership, customer service, and communication skills, including professional spoken and written English for U.S.-based stakeholders.
• Familiarity with contact centre and workforce management systems, plus proficiency with common office software and the ability to learn client tools.
• Ability to maintain a secure remote workspace and work schedules that may include evenings, nights, weekends, or holidays to support U.S. operations.

Nice to have

• Knowledge of U.S. healthcare systems, medicines regulation, FDA requirements, and healthcare compliance standards.

Benefits and work setup

Remote work is available. The position supports global healthcare programs and may require schedule flexibility for U.S. business hours.