Team Leader Secondment Campaign Specific

Quantanite; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A top-tier BPO provider based in Johannesburg is seeking a Client Success Team Leader to drive onboarding and retention strategies. You will manage a team of Client Success Managers to ensure performance targets are met. The ideal candidate has 1-2 years of leadership experience in a BPO or customer service environment and is skilled in communication and conflict resolution. This role requires adaptability to a fast-paced setting and a willingness to work flexible hours, including weekends.

Qualifications

• Minimum of 1–2 years experience as a Team Leader in a BPO or customer service environment.
• Strong track record of achieving performance targets.
• Ability to manage performance metrics using KPIs and QA.
• Familiarity with ticketing tools and reporting dashboards.

Responsibilities

• Lead, coach, support and manage a team of associates.
• Monitor daily performance and drive KPIs.
• Conduct performance reviews and team meetings.
• Collaborate cross-functionally with sales and product teams.

Skills

Leadership

Coaching

Communication (verbal & written)

Problem-solving

Conflict resolution

Tools

CRM systems

MS Excel

Google Sheets

Job description

About Us: Quantanite is a top‑tier Business Process Outsourcing (BPO) provider, delivering high‑quality, innovative solutions in a fast‑paced and dynamic environment. We are committed to excellence, client satisfaction, and cultivating a high‑performance culture that drives our continued success.

About the Role

We are seeking a dynamic and experienced Client Success Team Leader to lead and scale our Client Success Manager (CSM) team. This role is pivotal in shaping the onboarding, activation, and retention strategies for our business clients. As a leader, you will collaborate cross‑functionally with sales, product, operations, and marketing teams to ensure that our CSMs are successful, efficient, and deliver on key business KPIs.

Key Responsibilities

• Lead, coach, support and manage a team of associates
• Monitor daily performance and drive KPIs (AHT, CSAT, QA, Adherence)
• Conduct 1:1, team meetings and performance reviews
• Collaborate with WFM, QA, and Operations teams for smooth delivery.
• Drive morale, recognition, and professional development within the team.

Qualifications and Experience

• Minimum of 1–2 years experience as a Team Leader (preferably within a BPO or customer service environment).
• Previous exposure to food delivery or e‑commerce platforms is advantageous.
• Proven track record of leading a team to meet performance targets.
• Strong leadership, coaching, and people management skills.
• Excellent communication (verbal & written) and interpersonal skills.
• Analytical and problem‑solving mindset.
• Ability to manage performance using KPIs, QA metrics, and attendance data.
• Conflict resolution and escalation handling abilities.

Technical Operation Knowledge

• Familiarity with CRM systems, ticketing tools, and reporting dashboards.
• Proficient in MS Excel, Google Sheets, and performance tracking tools.
• Understanding of scheduling, rostering, and productivity management.

Work Ethic and Professionalism

• High level of accountability and ownership.
• Must be adaptable to change and fast‑paced environments.
• Demonstrates initiative, integrity, and strong time management.
• Willingness to work flexible shifts including weekends and public holidays.

Please note that this is a 4 Months Secondment Position.