iSTA Solutions

Operations Team Leader – EST Hours

iSTA Solutions

full-time

Posted on:

Location Type: Remote

Location: South Africa

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Job Level

Senior

About the role

  • **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.

Requirements

  • **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. **
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
team leadershipagent performance managementKPI monitoringcoachingonboardingreportingtime managementtask prioritizationBPO experiencecall center experience
Soft Skills
communicationempathyaccountabilityproblem-solvingmultitaskingflexibilitysupportive leadershipclient-facing skillsstructured approachadaptability