Overview
Duty Shift Leader – (Real-Time Operations) Jobs in Johannesburg at LineIn
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.
Pay: R390 000,00 per year
Ability to commute/relocate:
- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (Required)
Work Location: Hybrid remote in Johannesburg, Gauteng
Title: Duty Shift Leader – (Real-Time Operations)
Company: LineIn
Location: Johannesburg
