Remote Service Coordination Specialist (EST Hours)

About the role

ISTA Personnel Solutions, a BPO company that partners with international US clients and integrates its staff directly into their operations, is hiring a Service Coordination Specialist. This is a fully remote, fast-paced, hands-on role supporting daily scheduling and ensuring clients receive reliable, consistent care. It involves caregiver scheduling, client communication, shift coordination and real-time problem solving.

Key responsibilities

• Coordinate caregiver schedules for an assigned area, prioritising upcoming shifts and urgent same-day coverage.
• Match caregivers to clients by availability, suitability, location and care needs.
• Respond quickly to cancellations and call-outs, sourcing replacements to minimise disruption.
• Maintain backup caregivers and monitor schedules for coverage gaps.
• Communicate with clients, families and caregivers about appointments, delays and schedule changes.
• Follow up on caregiver confirmations, attendance and reliability, escalating concerns where needed.
• Maintain accurate records of schedules, communications and outcomes across multiple systems.
• Collaborate with colleagues to coordinate coverage and avoid duplicated effort.

Required profile

• Experience in scheduling, dispatch, workforce coordination, administration, customer service or a similar role.
• Excellent verbal and written English.
• Ability to handle difficult conversations professionally and to work under pressure.
• Strong organisation, multitasking and attention to detail.
• Fixed fibre internet (minimum 25 Mbps upload and download) and wired Ethernet, plus reliable backup power.

Working hours are Monday to Friday, 8:30 AM to 5:00 PM EST (14:30 to 23:00 South African time, subject to daylight saving). The role requires working on both South African and US public holidays, with compensation for SA holidays in line with the BCEA. Applications not contacted within 14 working days are considered unsuccessful.