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. Youll guide your team to hit performance targets, provide hands-on support, and manage escalations with confidence and finessexe2x80x94all while fostering a fun, innovative, and high-energy work environment.
What Youll 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 teamxe2x80x94sharing insights and feedback to continuously refine processes and elevate performance.

Who You Are

• Experienced Leader: You bring 25 years of experience in a customer service environment, with a proven track record of leading teams to success.
• Tech-Savvy: Youre 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 arent afraid to roll up your sleeves to solve problems.
• Educational Background: A Bachelors Degree in Business or a related field is idealxe2x80x94but your results-driven approach and leadership skills are what truly count.

Whats 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 youre 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. Dont miss this chance to step up, lead with passion, and grow your career with us!