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Overview of position
About Assist360
Assist360 is a leading medical and security assistance organisation dedicated to providing peace of mind to individuals operating in fragile and conflict‑affected environments. From our Global Response Centre in Cape Town, we work closely with in‑country teams and partners to coordinate and manage medical and security cases for Committed to Good (CTG) and a diverse portfolio of external clients.
To learn more, visit www.assist360.org.
Role objectives
The Role
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 the consistent delivery of high‑quality assistance services in line with Assist360 standards, client agreements, and service level commitments. You will oversee live cases, manage escalations, and drive operational excellence across shifts in a fast‑paced, high‑pressure environment.
Key Responsibilities
Operational Leadership
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
Team Leadership & People Management
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
Quality Assurance & Continuous Improvement
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
Stakeholder & Client Engagement
Maintain professional relationships with clients, insurers, and operational partners to ensure seamless service delivery
Project reporting
This role reports to the Global Operations Manager.
Key competencies
Previous supervisory or team leadership experience in a contact centre, insurance, assistance, or claims environment (preferred)
Qualification in management, healthcare administration, or a related field (advantageous)
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
Team management
This Global Response Centre Agents will report to the Response Centre Team Lead.
Further information
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
How to apply
https://app.tayohr.io/jobs/detail/vac-54450-response-centre-team-lead-53169