Operations Team Leader (EST Hours)

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.

As our operations grow, we're looking for an experienced Operations Team Leader to join our remote team and take ownership of agent performance across multiple USA-client accounts.

PLEASE NOTE:

• Working Hours: Mon – Fri 9:00am – 6:00pm EST (16:00pm – 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA), however must be flexible to work overtime and be available over weekends if needed.
• Work Environment: This is a fully remote working role.
• You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
• 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.

What you'll actually be doing:

You'll be managing a portfolio of multiple client accounts (+-10-15) simultaneously, with a total agent headcount of approximately 20-40 remote agents. Each client has their own KPIs, phone systems, reporting tools, and operational requirements — and your job is to keep all of it running smoothly.

On any given day, that means:

• Monitoring agent productivity, attendance, and performance in real time across multiple platforms
• Coaching and supporting agents to meet client-specific KPIs and quality standards
• Communicating directly with US-based clients regarding agent performance, issues, and updates
• Managing reporting across different client systems and tools
• Identifying performance gaps early and acting on them — not waiting to be told
• Supporting agent onboarding and training as new business comes on
• Escalating issues appropriately and following through until resolved

This is a high-accountability role. You will be the operational backbone between our clients and our agents.

Who we're looking for:

You're not looking to manage from the side lines. You get stuck in, hold people accountable with empathy, and don't drop the ball when five things are happening at once.

You'll be a strong fit if you have:

• Minimum 2–4 years' experience as a Team Leader or Senior Agent in a BPO or call centre environment
• Experience managing agents across multiple campaigns or clients (preferred)
• Strong written and verbal communication skills — you will be client-facing
• Comfort working across multiple systems, platforms, and reporting tools simultaneously
• A structured approach to time management and task prioritisation
• Experience working US hours or night shift (advantageous)

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