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

ISTA Personnel Solutions South Africa - we are a global BPO company, partnering with a USA-based client offering a wide spectrum of healthcare services including nursing services, physiotherapy and care giver services all from the comfort of the patient's home.

We are seeking a reliable and proactive Team Lead / Supervisor with strong managerial experience to support and oversee a dynamic customer service team in the U.S. healthcare space. This role requires hands-on leadership, operational oversight, and the ability to think on your feet in a fast-paced, service-driven environment.

**This position requires flexibility, with shifts spanning from Mon – Sun. It also involves shifts typically ranging from 8 to 12 hours a day**

PLEASE NOTE:

• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
• Work Environment: This is a remote role for South African Citizens only.

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

Key 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

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