Team Leader-Pipeline

Quantanite; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global customer experience partner is seeking a Customer Service Associate for their Johannesburg office. The role involves leading a field team, ensuring operational efficiency, and providing exceptional customer service. Candidates should have leadership experience and strong communication skills. The company offers various benefits including a medical aid allowance and training programs for career growth.

Benefits

Medical Aid allowance

Provident fund

Training programs

Qualifications

• High school diploma required; further education or certifications in management or leadership a plus.
• 2–3+ years of supervisory or team leadership experience, ideally in field services or operational roles.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Mentor and coach team members, conducting performance reviews.
• Monitor labor utilization and optimize efficiency to meet KPIs.
• Ensure top-tier customer service and resolve escalations.

Skills

Team Leadership

Analytical Skills

Communication Skills

Education

High school diploma

Further education in management

Tools

Google Drive

CRM software

Job description

Job Title: Customer Service Associate

Location: Rosebank/ Sandton

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 be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you’ll feel right at home here.

About the role:

Lead a dynamic field team focused on providing exceptional service and operational excellence. You will be responsible for coaching, managing performance, and driving key success metrics across your territory.

Key Responsibilities

• Team Leadership & Development: Mentor and coach Service Professionals and Lead Service Professionals, conducting regular performance reviews and goal-setting sessions. Foster a positive, learning-oriented team environment to improve retention and team morale.
• Operational Efficiency: Monitor labor utilization versus production, optimizing efficiency to meet KPI and service-level targets. Manage daily payroll, schedules, and resource allocation to support field operations.
• Customer Experience & Retention: Ensure delivery of top-tier customer service; identify opportunities for upselling or cross-selling services. Resolve customer escalations and support complaint handling processes to maintain satisfaction.
• Performance Monitoring & Reporting: Track team performance using dashboards and metrics; report status to field managers and implement improvement plans.
• Recruiting & Onboarding: Collaborate with recruitment teams to address staffing needs; participate in interviewing, hiring, and onboarding processes.
• Compliance & HR Understanding and Maintain adherence to all safety regulations

Qualifications

• High school diploma required; further education or certifications in management or leadership a plus.
• 2–3+ years of supervisory or team leadership experience, ideally in field services or operational roles.
• Proven ability to lead teams, drive performance, and manage multiple responsibilities.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in using digital tools and performance dashboards (e.g., Google Drive, CRM, scheduling software).

What We Offer:

• Benefits: Medical Aid allowance, provident fund (self-funded), group life, funeral cover.
• Training: Comprehensive training programs to enhance leadership and customer service skills.
• Career Growth: Opportunities for career advancement and professional development within the company.
• Work Environment: A supportive and collaborative work culture focused on innovation and continuous improvement.