Remote Healthcare Call Center Supervisor

Inizio Medical; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Inizio Engage in Cape Town seeks an experienced Call Center Supervisor to lead healthcare contact centre operations, coaching staff, ensuring HIPAA/POPIA compliance, and driving performance against client KPIs. The role emphasizes patient focus, quality oversight, and continuous improvement in a fiscally responsible manner.

The successful candidate will monitor quality, manage staffing, develop training, and collaborate with internal stakeholders to deliver efficient, compliant, and

Qualifications

• Current registration with a South African healthcare professional body (SANC or SAPC) as required by the client programme.
• Minimum five years’ experience supervising within a healthcare contact centre, medical information service, patient support programme, pharmacovigilance environment, or related healthcare setting.
• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.

Responsibilities

• Supervise contact centre staff with performance management and development.
• Ensure service delivery meets client KPIs, quality, and regulatory requirements (HIPAA, POPIA).
• Monitor inbound/outbound interactions, ensure script adherence and accurate reporting of adverse events and PQCs.
• Lead recruitment, onboarding, training, coaching, and performance evaluations.
• Safeguard patient privacy, oversee remote work security and regulatory audits.

Skills

Leadership

Coaching

Communication

Interpersonal skills

English proficiency

Education

Healthcare registration (SANC/SAPC)

Tools

MS Office

Job description

Inizio Engage in Cape Town seeks an experienced Call Center Supervisor to lead healthcare contact centre operations, coaching staff, ensuring HIPAA/POPIA compliance, and driving performance against client KPIs. The role emphasizes patient focus, quality oversight, and continuous improvement in a fiscally responsible manner.

The successful candidate will monitor quality, manage staffing, develop training, and collaborate with internal stakeholders to deliver efficient, compliant, and