Job Purpose/Overview

The Call Center Supervisor is a critical member of the Business Unit with accountability for all aspects of contact center 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 center 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 applicable Philippine labour laws.
• Proactively monitor staffing levels and workforce requirements.
• Coordinate and deliver program training as required.
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise day-to-day contact center 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.
• Manage contact center operations in a fiscally responsible manner.
• Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, 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.
• Ensure timely identification, documentation, escalation, and reporting of Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with applicable client requirements, U.S. FDA requirements where applicable, Philippine FDA requirements where applicable, company policies, and regulatory reporting timelines.
• Provide oversight of pharmacovigilance and product quality complaint processes to ensure compliance with applicable regulations and timelines.
• Communicate with callers in an empathetic and professional manner while explaining medical terminology in a clear and understandable way, where appropriate.
• Develop contingency plans to maintain adequate staffing and service coverage during operational disruptions.
• Serve as operational backup for inbound and outbound call handling when required.
• Analyze daily, weekly, and monthly performance, quality, productivity, and database metrics and provide recommendations to leadership.
• Oversee alternate communication channels including email, voicemail, web-based inquiries, and other approved channels.
• Support implementation of program modifications and special projects.
• Support quality improvement initiatives designed to improve productivity, compliance, and service delivery.
• Support the development of and maintain contact center policies, procedures, and work instructions.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
• Safeguard patient privacy and confidentiality in accordance with the Philippine Data Privacy Act of 2012, company information security requirements, and applicable client confidentiality requirements.
• Support audits, inspections, quality reviews, and corrective action activities as required.
• Maintain a secure and confidential remote-working environment and ensure team compliance with information security and business continuity requirements.