Call Centre Team Lead/Supervisor

Summary

Join I STA Personnel Solutions South Africa, a global BPO company, as a Team Lead/Supervisor supporting a US-based healthcare client. This remote role requires strong managerial experience overseeing a customer service team. You will provide hands-on leadership, operational oversight, and problem-solving in a fast-paced environment. The position demands flexibility with shifts spanning Monday to Sunday, typically 8-12 hours daily. A fixed fibre line internet connection (minimum 25 Mbps) and reliable power backup are mandatory. This opportunity is exclusively for South African citizens.

Requirements

• Proven experience in team leadership or management
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory
• A reliable power backup solution is required to manage load shedding and power outages

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

Preferred Qualifications

• 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