Job Description:

• 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.

Requirements:

• 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.
• 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.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams) and the ability to quickly learn and effectively use new business applications, reporting tools, and client systems.
• 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.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Benefits:

• Inizio Engage is committed to providing equal employment opportunities to all applicants and employees
• Employment decisions are based on qualifications, merit, business needs, and job requirements.
• We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.
• Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy.
• Accommodation requests will be considered on a case-by-case basis.