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

Posted 6 days ago

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.

Requirements

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.