Call Centre Team Lead / Supervisor - EST hours (Remote)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

ISTA Personnel Solutions South Africa, a global BPO company, is partnering with a USA-based client that provides a wide range of in-home healthcare services. We are looking for a dependable and proactive Team Lead/Supervisor with significant managerial experience to lead and manage a customer service team within the U.S. healthcare sector. This role demands hands-on leadership, operational supervision, and the ability to adapt quickly in a demanding, service-oriented setting.

Important Notes:

• Shifts: This position requires flexibility, with shifts operating Monday to Sunday, typically ranging from 8 to 12 hours per day.
• Internet Requirements: A mandatory fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the capability for a wired Ethernet connection is essential. Applications without a fixed fibre line will not be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applications without a power backup will not be considered.
• Work Environment: This is a remote role exclusively for South African Citizens.

Requirements

• Proven experience in team leadership or management.
• Background in customer service, call centers, or U.S. healthcare is preferred.
• Strong communication skills – clear, articulate, and confident.
• High reliability, commitment, and flexibility with work schedules.
• Ability to work shifts any day of the week, including weekends.
• Critical thinker who takes initiative and solves problems proactively.

Responsibilities

• Supervise and support a team of customer service agents, ensuring performance and service standards are consistently met.
• Motivate, train, and guide team members through regular feedback and coaching.
• Manage shift schedules and support staffing needs based on client requirements.
• Collaborate with internal teams to optimize processes and resolve escalated issues.
• Monitor KPIs and suggest improvements to drive efficiency and service excellence.

Company Information

• Company: ISTA Personnel Solutions South Africa
• Client: USA-based healthcare services provider
• Department: SA - Operations
• Published: 2025-06-10

Application Note: If you are not contacted within 14 working days, please consider your application unsuccessful.