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Operations Team Leader (EST Hours) - Remote

2 hours, 18 minutes ago
South Africa
Full-time
Junior
Operations Manager
Operations
Apply Now
ISTA Solutions

ISTA Solutions

ISTA Solutions is a one-stop outsourcing company that provides quality and cost-efficient services and solutions. They offer tailor-made workflow solutions, skilled agents dedicated to clients, global resources for comprehensive support, and a focus on...

Professional Services
251-1K
Founded 2015
View All Jobs 10

Description

  • Manage a portfolio of approximately 10-15 client accounts and oversee a remote team of about 20-40 agents.
  • Monitor agent productivity, attendance, and performance in real time across multiple platforms.
  • Coach and support agents to meet client-specific KPIs and quality standards.
  • Communicate directly with US-based clients on agent performance, issues, and operational updates.
  • Manage reporting across different client systems and tools.
  • Identify performance gaps early and take corrective action proactively.
  • Support agent onboarding and training as new business comes on.
  • Escalate issues appropriately and follow through until they are resolved.

Requirements

  • Minimum 2-4 years of experience as a Team Leader or Senior Agent in a BPO or call centre environment.
  • Experience managing agents across multiple campaigns or clients is preferred.
  • Strong written and verbal communication skills; this is a client-facing role.
  • Comfort working across multiple systems, platforms, and reporting tools simultaneously.
  • Structured approach to time management and task prioritisation.
  • Experience working US hours or night shift is advantageous.
  • Must be available to work Monday to Friday, 9:00am to 6:00pm EST, with flexibility for overtime and weekends when needed.
  • Must be willing to work on both South African and US public holidays.
  • Must have a fixed fibre internet line with a minimum speed of 25 Mbps upload and download and support for a wired Ethernet connection.
  • Must have a reliable power backup solution for load shedding and power outages.

Benefits

  • Fully remote work environment.
  • Long-term placement model working directly within international US clients' operations.
  • Compensation for South African public holidays in accordance with the BCEA.

Interested in this position?

Apply directly on the company website

Apply Now

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