Job Description
ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency. We operate as a dedicated extension of our U.S.-based clients’ teams, delivering high-quality operational support with precision, efficiency, and professionalism.
We are recruiting on behalf of a growing U.S.-based ambulance and medical transport company for a Team Lead to oversee a newly established dispatch team. This is a fully remote position based in South Africa, supporting a fast-paced dispatch operation during U.S. business hours.
About the Role
As Team Lead, you will oversee a small dispatch team, ensuring runs are accurately loaded and managed, quality standards are met, and the team operates smoothly on a day-to-day basis. You will act as the first point of contact for your team while working closely with the client’s onshore management.
This role suits someone who has led or mentored others in a fast-paced coordination environment and is confident taking ownership of team performance without close supervision.
PLEASE NOTE
- Working Hours: Rotational shifts covering Monday – Saturday. Team members will work three 12-hour shifts per week (either Monday, Tuesday, Wednesday OR Thursday, Friday, Saturday), plus one additional 4-hour shift to complete a 40-hour week. Exact shift times will be confirmed during the process (EST hours apply).
- Public Holidays: Required to work on all South African public holidays and will be compensated in accordance with the provisions of the Basic Conditions of Employment Act (BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered.
- Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered.
- Work Environment: Fully remote.
Key Responsibilities
- Overseeing day-to-day dispatch operations and ensuring runs are accurately loaded and managed
- Monitoring team performance and providing coaching and support where needed
- Acting as the first point of escalation for operational issues within the team
- Ensuring quality and accuracy standards are consistently met across the team
- Communicating with transport teams and client management to ensure smooth coordination
- Identifying and flagging capacity or process issues before they become problems
- Supporting the onboarding, training, and development of new team members
- Reviewing shift handovers and ensuring accurate notes are passed between dispatchers
- Managing shift schedules and coordinating coverage across the team
- Handling escalated or high-risk situations that require additional judgement or experience
- Conducting regular check-ins with team members to address performance or workload concerns
- Compiling and submitting team performance reports as required
What We’re Looking For
- Previous experience leading, supervising, or mentoring a team in a dispatch, medical transport, emergency services, or similar high-volume coordination environment
- Confident making decisions and taking ownership of outcomes without close supervision
- Comfortable managing multiple digital channels simultaneously (portals, email, messaging platforms, phone) without losing track of priorities
- Tech-savvy with the ability to learn new systems and platforms quickly, and to support others in doing the same
- Strong attention to detail, particularly when reviewing team output or resolving discrepancies
- Excellent written and verbal English communication skills
- Calm, level-headed, and able to prioritise effectively under pressure, including when supporting the team through high-volume periods
- High level of integrity and accountability
- Resilient and emotionally steady - exposure to medical transport scenarios is part of the environment
- Previous experience in the healthcare or medical transport industry will be an advantage
- Experience working with a CAD (Computer-Aided Dispatch) system will be an advantage
If you have not been contacted within 14 working days, please consider your application unsuccessful.
