Duty Shift Leader - (Real-Time Operations) at LineIn – Croydon, England

Duty Shift Leader – Real-Time Operations

Location: Johannesburg (Hybrid)
Company: LineIn in partnership with MediQConnect
Salary: R390,000 per annum
Hours: 7.5 hours per day (30-minute unpaid lunch break), Monday to Friday
Shifts: Rotating (09:00–17:00 / 10:00–18:00 / Go Live support 07:30–15:30 as required)

About the role

We are seeking a Duty Shift Leader to manage live operations across healthcare queues, ensuring patient demand is handled safely, efficiently, and within service targets.

This is a high-focus, real-time operational role requiring strong decision-making, attention to detail, and the ability to act quickly and calmly under pressure. You will be responsible for maintaining safe and effective real-time operations across all queues while ensuring performance targets are met and resources are allocated appropriately.

Key responsibilities

Real-Time Operations

• Monitor all live queues and dashboards continuously

• Maintain queue times below 2 minutes where possible and ensure they do not exceed 5 minutes

• Identify early pressure indicators and act immediately

Resource Allocation

• Reallocate staff in real time across systems and queues

• Balance AI and human capacity based on demand

• Prioritise patient safety and service delivery

Incident Management

• Act immediately on operational issues, system failures, or clinical risk

• Stabilise the service and escalate where required

• Log incidents and ensure clear communication

Client Communication

• Provide clear, controlled updates to clients during live issues

• Maintain professionalism and accuracy at all times

Shift Management

• Complete structured handovers

• Record performance metrics and operational risks

Essential experience

• Experience in real-time operations, workforce management, or similar environment

• Strong analytical and decision-making skills

• Ability to remain calm and structured under pressure

• Experience working with dashboards and live operational data

• High level of accountability and attention to detail

Desirable experience

• Experience in healthcare or regulated service environments

• Exposure to high-volume contact centre operations

• Experience with incident management or live service stabilisation

What we offer

• Be part of a high-performance operational environment

• Work at the centre of service delivery and decision-making

• Exposure to advanced healthcare access models and AI integration

• Opportunity to develop operational leadership capability

Important to note

This is a purely operational role and does not include HR responsibilities, 1:1s, or performance management duties.