Internal Operations Support Team Lead - BPO (EST Hours) - Remote

ISTA Personnel Solutions South Africa is seeking organised, proactive and people-focused individuals to join our Operations team as Operations Support Team Leads.

Working closely with our Operations Account Managers, you will support the day-to-day running of teams by monitoring attendance and schedule adherence, addressing employee queries and operational issues, completing follow-ups, identifying potential risks, and helping to maintain consistent service delivery.

This is a people-focused operational role—not an HR or payroll position. You will act as an accessible first point of support for employees and help Operations Account Managers keep teams engaged, accountable and operating effectively, while they focus on client relationships, performance strategy and proactive account oversight.

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.

KEY RESPONSIBILITIES:

• Provide shared operational leadership and day-to-day support across a portfolio of client accounts.

• Work closely with Operations Account Managers to maintain effective day-to-day service delivery, team engagement and operational continuity.

• Monitor team attendance, availability and adherence to schedules, addressing concerns promptly to minimise operational impact.

• Support employees with day-to-day operational questions, challenges and escalation management.

• Conduct regular employee check-ins, provide coaching and reinforce performance expectations, company standards and client requirements.

• Review routine operational data and reports to identify attendance trends, performance concerns, recurring employee issues and potential account risks.

• Follow up on agreed action items with employees and ensure matters are resolved or escalated appropriately.

• Assist Operations Account Managers with operational planning, team communications, client updates and implementation of action plans.

• Support onboarding, nesting and transition periods for new employees, where required.

• Help maintain a positive, accountable and engaged team culture across supported accounts.

• Escalate material performance, conduct, staffing or client-service risks to the relevant Operations Account Manager, HR or Operations leadership.

• Over time, provide shared Team Lead support to selected smaller or lower-risk client accounts under the guidance of an Operations Account Manager.

• Previous experience in a Team Leader, Supervisor, Account Management, Operations Support, Workforce Coordination or similar BPO or Call Centre environment.

• Previous experience supporting US-based clients or remote international teams will be advantageous.

• Experience leading, supporting or coordinating remote teams.

• Proven experience monitoring attendance, schedule adherence, employee follow-ups and operational performance.

• Strong people skills, with the confidence to hold employees accountable while maintaining a professional and supportive approach.

• Sound judgement and the ability to recognise, manage and escalate operational risks appropriately.

• Strong organisational skills and the ability to manage multiple priorities and accounts in a fast-paced environment.

• Comfortable analysing basic operational reports and using findings to drive follow-up actions.

• Excellent written and verbal English communication skills.

• Strong working knowledge of Microsoft Office, particularly Excel and Teams.

If you are not contacted within 14 working days, please consider your application unsuccessful.