Operations Team Leader – EST Hours

This is a fully remote position, open to applicants in South Africa.

📋 Description

• **ISTA Personnel Solutions** is a vibrant and rapidly expanding BPO company. We are not a recruitment agency; instead, we collaborate with international US clients and seamlessly integrate our staff into their operations. Our focus is on long-term placements that directly contribute to the success of our clients.

• As our operations expand, we seek an experienced **Operations Team Leader** to join our remote team and take charge 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, flexibility to work overtime and availability over weekends may be required.*

• - **Work Environment:** *This role is fully remote.*

• - You will be expected to **work** on both South African and US **public holidays** (compensation for South African public holidays will be in accordance with the BCEA).

• - **Internet Requirements:** A **fixed fibre line** with a minimum speed of **25 Mbps (upload & download)** and the capability to support a **wired Ethernet connection** is essential. *Applicants without a fixed fibre line will not be considered.*

• - **Power Backup:** A **reliable power backup solution** is necessary to manage **load shedding and power outages**. *Applicants without a power backup will not be considered.*

• **What you'll actually be doing:**

• You will manage a portfolio of multiple client accounts (approximately 10-15) simultaneously, overseeing a total agent headcount of around 20-40 remote agents. Each client has distinct KPIs, phone systems, reporting tools, and operational requirements — and your responsibility is to ensure everything operates smoothly.

• On any given day, this entails:

• - Monitoring agent productivity, attendance, and performance in real-time across various platforms.

• - Coaching and supporting agents to meet client-specific KPIs and quality standards.

• - Communicating directly with US-based clients about agent performance, issues, and updates.

• - Managing reporting across different client systems and tools.

• - Identifying performance gaps early and taking action proactively — rather than waiting to be informed.

• - Assisting with agent onboarding and training as new business opportunities arise.

• - Escalating issues appropriately and ensuring they are resolved.

• This is a high-accountability role where you will serve as the operational backbone connecting our clients and our agents.

⛳️ Requirements

• **Who we're looking for:**

• You are not one to manage from the sidelines. You engage actively, hold people accountable with empathy, and maintain composure when multiple tasks are in motion.

• You will be a strong fit if you possess:

• - A minimum of 2–4 years' experience as a Team Leader or Senior Agent in a BPO or call center environment.

• - Experience managing agents across multiple campaigns or clients (preferred).

• - Strong written and verbal communication skills as you will be client-facing.

• - Comfort in working across various systems, platforms, and reporting tools simultaneously.

• - A structured approach to time management and task prioritization.

• - Experience working US hours or night shifts (advantageous).

• *If you do not hear from us within 14 working days, please consider your application unsuccessful.*

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity to work with international clients and broaden your professional experience.

• Flexible working hours and fully remote work environment.

• Comprehensive training and career development opportunities.