Job description

CTG overview

CTG was established in 2006, almost 20 years ago, in Afghanistan. We currently operate in 35 countries and have approximately 11,500 staff members committed to good!

But do you know who we are? And what do we do?

We provide tailored Human Resources and Staffing Solutions that support critical global initiatives across Humanitarian and Development sectors, and are now strategically foraying into new industries, including Construction, Energy, and IT, with a focus on high-risk regions.

Here’s a list of services we offer:
•Staffing solutions and HR management services
•Monitoring and evaluation
•Fleet management and logistics
•Facilities management
•Sustainability and Communications Advisory
•Election monitoring and observation
•IT professional services
•Medical assistance

Visit www.ctg.org to find out more.

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 
      •  Disclaimer:
      · At no stage of the recruitment process will CTG ask candidates for a fee. This includes during the application stage, interview, assessment and training.
      · CTG has a zero tolerance to Sexual Exploitation and Abuse (SEA) which is outlined in its Code of Conduct. Protection from SEA is everyone’s responsibility
      · CTG encourages all candidates applying for this advertisement to ensure that their candidate profile is up to date with up to date experience / education / contact details, as this will help you being considered further in your application for this role.
      At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
      Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.