Emergency Medical Transport - Team Leader | EST Hours | Remote
Summary
Lead a remote dispatch team coordinating U.S.-based medical transport runs during EST hours, ensuring accuracy, quality, and smooth operations.
ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency. We operate as a dedicated extension of our U.S.-based clients' teams, delivering high-quality operational support with precision, efficiency, and professionalism.
We are recruiting on behalf of a growing U.S.-based ambulance and medical transport company for a Team Lead to oversee a newly established dispatch team. This is a fully remote position based in South Africa, supporting a fast-paced dispatch operation during U.S. business hours.
About the Role
As Team Lead, you will oversee a small dispatch team, ensuring runs are accurately loaded and managed, quality standards are met, and the team operates smoothly on a day-to-day basis. You will act as the first point of contact for your team while working closely with the client's onshore management.
This role suits someone who has led or mentored others in a fast-paced coordination environment and is confident taking ownership of team performance without close supervision.
PLEASE NOTE
- Working Hours: Rotational shifts covering Monday – Saturday. Team members will work three 12-hour shifts per week (either Monday, Tuesday, Wednesday OR Thursday, Friday, Saturday), plus one additional 4-hour shift to complete a 40-hour week. Exact shift times will be confirmed during the process (EST hours apply).
- Public Holidays: Required to work on all South African public holidays and will be compensated in accordance with the provisions of the Basic Conditions of Employment Act (BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered.
- Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered.
- Work Environment: Fully remote.
Key Responsibilities
- Overseeing day-to-day dispatch operations and ensuring runs are accurately loaded and managed
- Monitoring team performance and providing coaching and support where needed
- Acting as the first point of escalation for operational issues within the team
- Ensuring quality and accuracy standards are consistently met across the team
- Communicating with transport teams and client management to ensure smooth coordination
- Identifying and flagging capacity or process issues before they become problems
- Supporting the onboarding, training, and development of new team members
- Reviewing shift handovers and ensuring accurate notes are passed between dispatchers
- Managing shift schedules and coordinating coverage across the team
- Handling escalated or high-risk situations that require additional judgement or experience
- Conducting regular check-ins with team members to address performance or workload concerns
- Compiling and submitting team performance reports as required
What We're Looking For
- Previous experience leading, supervising, or mentoring a team in a dispatch, medical transport, emergency services, or similar high-volume coordination environment
- Confident making decisions and taking ownership of outcomes without close supervision
- Comfortable managing multiple digital channels simultaneously (portals, email, messaging platforms, phone) without losing track of priorities
- Tech-savvy with the ability to learn new systems and platforms quickly, and to support others in doing the same
- Strong attention to detail, particularly when reviewing team output or resolving discrepancies
- Excellent written and verbal English communication skills
- Calm, level-headed, and able to prioritise effectively under pressure, including when supporting the team through high-volume periods
- High level of integrity and accountability
- Resilient and emotionally steady - exposure to medical transport scenarios is part of the environment
- Previous experience in the healthcare or medical transport industry will be an advantage
- Experience working with a CAD (Computer-Aided Dispatch) system will be an advantage
If you have not been contacted within 14 working days, please consider your application unsuccessful.
As published by workable
First name, Last name, Email, Phone, Address, Photo, Home Language, Education, Experience, Summary, Resume
- This position requires flexibility, spanning from Mon – Sat. It involves some shifts of up to 12 hours across 2 to 3 days and shorter shifts on the remaining days. Are you comfortable working these hours and over weekends? yes / no
- Are you comfortable working all SA public holidays (incl Christmas & New Years)? yes / no
- Do you have a fixed FIBER line with a minimum speed of 25 Mbps for both upload and download. yes / no
- Do you have a power backup solution that can power a laptop, 2x monitors and wifi during loadshedding or power outages? yes / no
- Do you have experience working in the Healthcare Industry? Please specify. written answer
- Do you have previous experience leading or supervising a team? If yes, how many people did you manage and for how long? written answer
- Do you have experience in a dispatch, medical admin, emergency services, or similar high-volume coordination environment? yes / no
- Do you have remote working experience with emercency services based in the USA or other international markets? yes / no
- What is you home language? written answer
- What is your current BASIC salary per month in Rands, before deductions? written answer
- What is your notice period? written answer