Job Description

Job Title: Customer Service Team Leader
Location: Sandton
About Us:
Quantanite is a leading BPO provider known for delivering exceptional customer service and support solutions. We are dedicated to creating a dynamic work environment that values teamwork, innovation, and professional growth.
Position Overview:
We are seeking an experienced and motivated Customer Service Team Leader to oversee our customer service team. The ideal candidate will have a strong background in customer service, proven leadership abilities, and a passion for driving team performance and enhancing customer satisfaction. The Customer Service Team Leader will be responsible for managing daily operations, leading and mentoring team members, and ensuring high-quality service delivery.
Key Responsibilities:
? Team Leadership: Supervise, coach, and motivate a team of Customer Service Associates. Conduct regular performance reviews, provide feedback, and support professional development to ensure team members meet performance goals.
? Operational Oversight: Monitor daily team activities to ensure adherence to service level agreements (SLAs) and quality standards. Address and resolve escalated customer issues and complaints promptly and effectively.
? Performance Monitoring: Track and analyze key performance indicators (KPIs) and metrics to evaluate team performance. Prepare and present reports on team performance, customer satisfaction, and service quality.
? Training and Development: Develop and deliver training programs to enhance team members' skills and knowledge. Identify training needs and implement development plans to address skills gaps and improve performance.
? Customer Interaction: Handle complex or high-priority customer interactions that require advanced problem-solving skills and a high level of professionalism. Ensure exceptional service delivery and customer satisfaction.
? Process Improvement: Identify areas for improvement in customer service processes and implement changes to enhance service quality and operational efficiency. Foster a culture of continuous improvement within the team.
? Collaboration: Work closely with other departments, such as Quality Assurance, Human Resources, and IT, to address operational issues, streamline processes, and implement best practices.
? Compliance: Ensure the team adheres to company policies, procedures, and regulatory requirements. Conduct regular audits and ensure compliance in all customer service activities.
Qualifications:
? Education: Bachelor's degree in Business Administration, Management, or a related field preferred; equivalent work experience will be considered.
? Experience: Minimum of [3-5] years of experience in a customer service role, with at least [1-2] years in a supervisory or team leader position.
? Skills: Strong leadership and team management skills; excellent verbal and written communication abilities; proficiency in customer service software and CRM systems; advanced problem-solving skills.
? Attributes: Ability to manage multiple tasks and prioritize effectively; strong interpersonal skills; proactive and results-oriented; ability to work under pressure and handle challenging situations.
? Certifications: Relevant certifications (e.g., Customer Service Management, Six Sigma) are a plus.
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.

Skills Required