Response Centre Team Lead

We are seeking a motivated and experienced Response Centre Team Lead to lead, support, and develop a team of Response Centre Agents delivering 24/7 medical and security assistance services, including claims support for insurer partners. This is a hands on leadership role critical to ensuring consistent delivery of high quality assistance services in line with Assist360 standards, client agreements, and service level commitments.

• Supervise daily operations within the Global Response Centre, ensuring professional and efficient handling of medical, security, and claims cases; monitor active cases and provide real time guidance on complex medical, security, evacuation, repatriation, and logistical matters; act as the primary escalation point, ensuring timely and effective communication with management and key stakeholders; ensure full compliance with Assist360 SOPs, client contracts, insurer requirements, and SLAs; support shift planning, scheduling, and workflow management to maintain service excellence; lead, motivate, and develop a team delivering travel, medical assistance, and claims services; provide ongoing coaching, training, and performance support; foster a collaborative, resilient, and service driven team culture.
• Monitor service quality and operational standards; work closely with the Operations Manager to improve processes and drive efficiencies; oversee reporting and data tracking to support performance monitoring and continuous improvement.
• Maintain professional relationships with clients, insurers, and operational partners to ensure seamless service delivery.
• This role reports to the Global Operations Manager.

• Previous supervisory or team leadership experience in a contact centre, insurance, assistance, or claims environment.
• Qualification in management, healthcare administration, or a related field.
• Strong leadership, communication, and interpersonal skills.
• Comfortable working hands on and supporting operational delivery when required.
• Ability to prioritise effectively and make sound decisions under pressure.
• Customer focused with strong analytical and problem solving skills.

• Shift based leadership role, including nights, weekends, and public holidays.
• Must be based in Cape Town, South Africa, or willing to relocate.
• Qualified female candidates are encouraged to apply.