Response Centre Team Lead

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. Visit www.assist360.org to learn more. 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.