A1M Solutions

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

South Africa

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, Customer Service, BPOIndustries

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.

Skills

Team Leadership
Customer Service
Call Center Operations
Healthcare Knowledge
Communication Skills
Problem-Solving
Flexibility
Shift Management

A1M Solutions

Design and data support for government healthcare

About A1M Solutions

A1M Solutions specializes in providing design, data, and policy-informed support for government healthcare programs, with a focus on serving disadvantaged populations. The company leverages expertise in government healthcare programs, data analysis, and policy/legislation to design effective business strategies and enhance digital service delivery, utilizing agile research and insights to untangle complex problems and generate thoughtful solutions.

Chico, CA, USAHeadquarters
2018Year Founded
VENTURE_UNKNOWNCompany Stage
Consulting, Social ImpactIndustries
11-50Employees

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