Response Centre Team Lead

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

• 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.

Core Responsibilities

Team Leadership & People Management

• Lead, motivate and develop a team managing travel, medical assistance, and claims services.
• Provide ongoing coaching and training

Quality Assurance & Operational Excellence

• 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.

Stakeholder & Client Engagement

• Maintain professional engagement with clients, insurers, and operational partners to ensure seamless case management and service delivery.

Experience & Competencies

• 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.

Additional Information

• Shift-patterned leadership role, including nights, weekends, and public holidays as required.
• Must be based in South Africa (Cape Town) or willing to relocate.