Call Center Supervisor - Licensed
On-siteManila, Metro Manila, Philippines
Job Summary
Supervise contact center staff through active performance management, coaching, and development planning while ensuring service delivery meets client KPIs and regulatory compliance standards. Monitor inbound and outbound interactions for script adherence, pharmacovigilance, and data privacy compliance under HIPAA and Philippine laws. Conduct performance evaluations, recruitment interviews, and training for new employees. Address performance and conduct issues via corrective action and disciplinary processes. Analyze daily, weekly, and monthly metrics to drive operational improvements. Manage staffing levels, develop contingency plans for disruptions, and serve as operational backup for call handling. Collaborate with stakeholders to foster continuous quality improvement and maintain a fiscally responsible environment.
Required Qualifications
- Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as required by the client program.
- Minimum five years' experience supervising within a healthcare contact center, medical information service, patient support program, pharmacovigilance environment, or related healthcare setting.
- Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.
- Ability to lift, carry and otherwise move up to 25 pounds.
- Ability to sit, stand or walk for various lengths of time throughout the day.
- Ability to communicate effectively with clients and co-workers.
- Ability to proficiently operate computer hardware and software on a daily basis.
- Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
- Ability to work remotely in a secure work environment and, where required, travel for business purposes.
Desired Qualifications
- Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.
- Experience managing operational, quality, compliance, and performance metrics within a regulated environment.
- General understanding of contact center management systems and workforce management tools.
- Outstanding customer service, communication, coaching, leadership, and interpersonal skills.
- Ability to train, motivate, and develop team members.
- Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.
- Familiarity with U.S. FDA regulations and healthcare industry requirements preferred.
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