Team Leader (H1)

Quantanite; Johannesburg; On-site; ZAR 300 000 - 450 000; Full time

Job summary

Join a leading company in the BPO and CX space as a Team Leader in Sandton. You will lead a team of Customer Service Agents, ensuring exceptional service delivery while fostering a dynamic and innovative work environment. This role offers professional growth, a collaborative culture, and the opportunity to shape the future of customer experience operations.

Benefits

Professional Growth

Collaborative Culture

Impact

Qualifications

• 2–5 years of experience in a customer service environment.
• Proven track record of leading teams to success.

Responsibilities

• Lead daily team meetings and manage attendance.
• Prepare and manage daily dashboards and performance reports.
• Handle customer escalations and conduct return-to-work interviews.

Skills

Leadership

Communication

Problem Solving

Flexibility

Education

Bachelor’s Degree in Business

Tools

G-Suite

Job description

About Quantanite

Quantanite is a dynamic leader in the business process outsourcing (BPO) and customer experience (CX) space. With innovative solutions and a client-first mindset, we deliver transformative outcomes for our clients across four continents. If you're ready to lead a high-performing team and drive exceptional service delivery, join us on our journey of disruption and excellence.

Position: Team Leader

Location: Sandton

Your Role at Quantanite

As our Team Leader, you'll be at the helm of a dedicated team of Customer Service Agents, ensuring that every interaction drives customer delight. You’ll guide your team to hit performance targets, provide hands-on support, and manage escalations with confidence and finesse—all while fostering a fun, innovative, and high-energy work environment.

What You’ll Do

• Lead & Inspire: Kick off daily team meetings, manage attendance, and energize your team to deliver stellar customer service.
• Performance Management: Prepare and manage daily dashboards and performance reports while providing hourly updates to the Call Centre Manager (CCM).
• Support & Escalate: Handle customer escalations and conduct return-to-work interviews, ensuring everyone stays on track.
• Coaching & Development: Facilitate quality assurance (QA) calls and one-on-one coaching sessions, helping your team grow and exceed their goals.
• Compliance & Coordination: Maintain strict adherence to security, GDPR, and company policies while liaising with the CCM and handling ad hoc tasks as needed.
• Continuous Improvement: Be the eyes and ears of the team—sharing insights and feedback to continuously refine processes and elevate performance.

Who You Are

• Experienced Leader: You bring 2–5 years of experience in a customer service environment, with a proven track record of leading teams to success.
• Tech-Savvy: You’re proficient in G-Suite and comfortable leveraging digital tools to track performance and communicate effectively.
• Excellent Communicator: Your written and verbal skills are top-notch, making you a clear and confident communicator.
• Flexible & Proactive: You thrive in a dynamic environment, are quick on your feet, and aren’t afraid to roll up your sleeves to solve problems.
• Educational Background: A Bachelor’s Degree in Business or a related field is ideal—but your results-driven approach and leadership skills are what truly count.

What’s in It for You

• Professional Growth: Benefit from targeted training, leadership development, and clear pathways for career advancement.
• Collaborative Culture: Thrive in a supportive, innovative environment that values fresh ideas and continual improvement.
• Impact: Play a key role in shaping the future of our customer experience operations and driving success across the board.

How to Apply

If you’re ready to elevate your career as a Team Leader and join our dynamic team at Quantanite, we want to hear from you. Apply today and make your mark in a company that values innovation and excellence!

Quantanite is committed to creating a diverse environment and is proud to be an equal opportunity employer. Don’t miss this chance to step up, lead with passion, and grow your career with us!