Response Centre Team Lead
This job is published by an external platform.
| Location | Cape Town Southern Suburbs, South Africa |
| Contract | Full time |
| Closing | in 21 days |
- Supervise daily operations within the Assist360 Global Response Centre to ensure the efficient and professional handling of claims, medical and security cases.
- Monitor active cases and provide real-time guidance and decision support to GRC Agents on complex medical, security, evacuation, repatriation, and logistical matters.
- Serve as the primary escalation point and ensuring prompt communicartion with management and relevant stakeholders.
- Ensure all cases are managed in compliance with Assist360's SOPs, clinet contracts, insurer requirements, and SLAs.
- Support shift planning, shceudling, and wokflow management to maintain service excellence.
- Lead, motivate and develop a team managing travel, medical assistance, and claims services.
- Provide ongoing coaching and training
- Monitor service delivery standards to ensure compliance with internal procedures and partner requirements.
- Work closely with the Operations Manager to enhance processes and drive operational efficiency.
- Oversee reporting and data tracking to support performance monitoring and continuous improvement.
- Maintain professional engagement with clients, insurers, and operational partners to ensure seamless case management and service delivery.
- Previous supervisory or leadership experience within a contact centre, insurance or claims environment (preferred).
- Relevant qualification in management, healthcare administration or related (advantageous).
- Strong communication, leadership, and interpersonal skills.
- Willing to be hands-on operationally and actively support the team when required.
- Ability to prioritise effectively and make sound decisions in a fast-paced, high-pressure environment.
- Customer-focused mindset with strong analytical and probem-solving abilities.
- Shift-patterned leadership role, including nights, weekends, and public holidays as required.
- Must be based in South Africa (Cape Town) or willing to relocate.
About Assist360
Assist360 is a medical and security assistance organisation committed to delivering peace of mind to individuals operating in fragile and conflict-affected regions. Our Global Response Centre, headquartered in Cape Town, South Africa works closely with in-country teams to coordinate and manage medical cases for Committed to Good (CTG) and a range of external clients.
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Role Overview
We are seeking a driven and experienced Team Leader to manage, guide, and support a team of Response Centre Agents delivering 24/7 medical and security assistance services, including claims support for insurer partners.
This role is responsible for ensuring the consistent delivery of high-quality emergency medical and security assistance in line with Assist360 standards, client agreements, and service level commitments. The Team Leader plays a pivotal role in overseeing live cases, managing escalations and maintaining operational excellence across all shifts.
Key Duties
Core Responsibilities
Team Leadership & People Management
Quality Assurance & Operational Excellence
Stakeholder & Client Engagement
Experience & Competencies
Additional Information
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Location
About the company
CTG

