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.