Customer Service Team Leader (External)

Quantanite; Johannesburg; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Medical aid allowance

Provident fund (self-funded)

Group life cover

Funeral cover

Job summary

Quantanite in Sandton, Johannesburg, is seeking an experienced Customer Service Team Leader to oversee a team of Customer Service Associates. You will coach, monitor performance, and ensure service excellence while maintaining operational efficiency.

This onsite role requires strong people management, ability to resolve escalations, and commitment to meeting SLAs. You'll collaborate with QA, HR, IT and other support functions to drive continuous improvement and growth within the customer

Qualifications

• Minimum one year in a customer service role, preferably in a BPO.
• Excellent verbal and written communication skills.
• Proficient with computer systems and CRM software.
• Strong interpersonal skills and attention to detail.
• Ability to coach or develop teams is a plus.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates to meet targets.
• Conduct regular performance reviews and provide feedback.
• Monitor SLAs, KPIs, and quality standards daily.
• Handle escalated customer issues and drive resolutions.
• Collaborate with QA, HR, IT to resolve operational challenges.
• Deliver onboarding and ongoing training.

Skills

Communication

Problem-solving

Team leadership

CRM software

Attention to detail

Work independently

Education

Grade 12 / Matric

Diploma or higher

Bachelor’s degree in Business Administration or Management

Job description

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to lead from the front, develop high-performing teams, and shape customer experience at scale, you’ll feel right at home here.

Position Overview

We are seeking an experienced and motivated Customer Service Team Leader to oversee a team of Customer Service Associates within our Sandton operation. This is a frontline leadership role responsible for driving team performance, ensuring service excellence, and maintaining operational efficiency.

You will play a key role in coaching and developing your team, managing escalations, and ensuring adherence to SLAs and quality standards. This is an onsite, client-facing leadership role requiring strong people management capability and operational oversight.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and motivate a team of Customer Service Associates to achieve performance targets.
• Conduct regular performance reviews, provide structured feedback, and support career development.
• Foster a high-performance, accountable, and engaged team culture.

Operational Management

• Monitor daily operations to ensure adherence to SLAs, KPIs, and quality standards.
• Manage workforce productivity and ensure efficient service delivery.
• Handle and resolve escalated customer issues promptly and effectively.

Performance Monitoring & Reporting

• Track, analyse, and report on key performance indicators (KPIs) and operational metrics.
• Provide insights on team performance, service levels, and customer satisfaction.

Training & Capability Development

• Deliver and support onboarding and continuous training initiatives.
• Identify performance gaps and implement targeted development plans.

Customer Experience & Escalations

• Manage complex or high-priority customer interactions requiring advanced problem-solving.
• Ensure consistent delivery of high-quality, customer-centric service.

Process Improvement

• Identify opportunities to improve processes, workflows, and service delivery.
• Drive continuous improvement initiatives within the team.

Cross-Functional Collaboration

• Work closely with Quality Assurance, HR, IT, and other support functions to resolve operational challenges.
• Contribute to best practice sharing and operational alignment.

Compliance & Quality Assurance

• Ensure adherence to company policies, procedures, and regulatory requirements.
• Conduct audits and address compliance or quality gaps proactively.

Qualifications

Essential:

• Education: Grade 12 / Matric; associate’s diploma or higher preferred.
• Experience: One year previous experience in a customer service role, preferably in a BPO environment, is a plus.
• Skills: Excellent verbal and written communication skills; strong problem-solving abilities; proficient in using computer systems and CRM software.
• Attributes: Strong interpersonal skills; ability to remain calm and professional in stressful situations; attention to detail; ability to work independently and as part of a team.

Preferred:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Experience within a BPO environment.
• Exposure to performance management frameworks and reporting.
• Relevant certifications (e.g., Customer Service Management, Six Sigma).

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg.
• Development: Leadership training and ongoing professional development opportunities.
• Career Growth: Clear progression pathways into Operations Manager and senior leadership roles.
• Culture: A collaborative, performance-driven, and people-first environment.
• Perks/Benefits: Medical aid allowance, provident fund (self-funded), group life cover, and funeral cover.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.