Health Care Contact Center Supervisor

Join Inizio during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

To learn more about this career opportunity or others, find us on Indeed: Inizio Medical: Jobs | LinkedIn

Job Purpose/Overview:

The Call Center Supervisor is a critical member of the Business Unit with accountability for all aspects of contact centre operations, including direct management, coaching, quality oversight, compliance monitoring, and development of team members. The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals while fostering a culture of operational excellence, regulatory compliance, patient focus, and continuous improvement. The role is accountable for delivering services in a fiscally responsible manner.

Job Duties & Responsibilities:

• Supervise contact centre staff, including active performance management and employee development.
  • Provide day-to-day supervision of communicators and implement and communicate performance standards.
  • Provide clarity, gain commitment, and hold team members accountable for performance expectations.
  • Coach team members for success and support the development of direct reports.
  • Conduct performance evaluations, coaching sessions, and development planning.
  • Conduct recruitment interviews, onboarding, and training of new employees.
  • Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and South African labour legislation.
  • Proactively monitor staffing levels and workforce requirements.
  • Coordinate and deliver programme training as required.
  • Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise day-to-day contact centre operations to ensure service delivery, quality, compliance, and operational performance objectives are achieved.Deliver service that meets or exceeds client KPIs and service-level requirements.
  • Maintain all agreed service levels and operational metrics.
  • Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.