What are the responsibilities and job description for the Call Center Supervisor position at Soni?
Soni is partnering with a long-standing pharmaceutical marketing organization to hire a fully remote Call Center Supervisor for a contract-to-hire opportunity. The Supervisor will oversee a small team of call center agents, ensuring strong call quality, coaching, compliance, and day-to-day operational excellence. This role supports new inbound program launches and requires someone who is organized, adaptable, and confident communicating with internal stakeholders and external clients.
Responsibilities:
- Supervise and support a team of 3–4 call center agents
- Provide coaching, development, performance feedback, and corrective action
- Oversee QA, call scorecards, and compliance audits
- Monitor productivity, accuracy, and call performance metrics
- Prepare program updates and present performance insights to internal leaders and clients
- Maintain detailed documentation for reporting and audit purposes
- Collaborate with leadership to improve processes and support new program launches
- Assist with reporting, data accuracy, and operational workflow
Qualifications:
- 3 years of call center leadership or supervisory experience
- Experience coaching, developing, or mentoring agents
- Strong understanding of QA, scorecards, and call performance metrics
- Excellent communication, problem-solving, and organizational skills
- Ability to learn quickly and manage compliance-related processes
- Experience presenting information to stakeholders or clients
Preferred Qualifications:
- Bachelor’s degree
- Background in pharmaceutical, healthcare, marketing, or vendor environments
- Experience supporting audits, compliance, or regulated programs
Compensation: $32 - $35/ Hr
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.
Salary : $32 - $35