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 to place a Weekend & After-Hours Scheduling Coordinator on behalf of our US-based client, a private-pay home care agency providing in-home caregiving and skilled nursing services to elderly clients across New York City’s five boroughs, as well as Nassau and Suffolk counties on Long Island.
This role is ideal for someone who thrives working independently, stays calm under pressure, and genuinely enjoys helping people. Working solo during weekend and after-hours coverage, you will take inbound calls and make outbound calls to fill shifts, coordinate coverage between clients and caregivers, and resolve scheduling issues as they arise, all while delivering a calm, professional, and reassuring experience to families who may be having a stressful day.
PLEASE NOTE:
- Working Hours: Friday 5 PM – 8 PM EST Time, and Saturday & Sunday 8:00 AM – 8:00 PM EST Time. This converts to Friday 11 PM - 2 AM and Saturday & Sunday 2 PM – 2 AM South African time. These hours are subject to change depending on US daylight savings and/or the operational requirements of the company.
- Public Holidays: This role requires working on both South African and U.S. 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 wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Job Responsibilities:
Manage inbound and outbound calls independently during weekend and after-hours coverage
Coordinate and fill caregiver shifts to ensure continuous client coverage
Communicate professionally with clients, families, and caregivers regarding scheduling needs and changes
Handle last-minute callouts, gaps in coverage, and urgent scheduling changes calmly and efficiently
De-escalate and resolve concerns from unhappy or anxious clients and families with empathy and professionalism
Multitask across multiple calls, systems, and priorities in a fast-paced environment without becoming overwhelmed
Maintain accurate scheduling records and update internal systems accordingly
Escalate complex or unresolved issues appropriately when needed
Deliver exceptional customer service during every single interaction
No specific industry experience required
Excellent verbal and written English communication skills with impeccable spelling and grammar
High emotional intelligence with the ability to navigate nuanced and sensitive conversations
Proven ability to remain calm, composed, and solutions-focused in high-pressure situations
Strong multitasking ability across calls, systems, and competing priorities
Comfortable working independently and taking ownership of the shift without direct supervision
Basic computer literacy, including navigation of MS Office and Outlook
Home care, coordinating, or scheduling experience is advantageous but not essential
If you are not contacted within 14 working days, please consider your application unsuccessful.
