Job Description

About QuantaniteQuantanite 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 LeaderLocation: SandtonYour Role at QuantaniteAs our Team Leader, you'll be at the helm of a dedicated team of Customer Service Agents, ensuring that every interaction drives customer delight. Youxe2x80x99ll 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 Youxe2x80x99ll 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 2xe2x80x935 years of experience in a customer service environment, with a proven track record of leading teams to success.
• Tech-Savvy: Youxe2x80x99re 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 arenxe2x80x99t afraid to roll up your sleeves to solve problems.
• Educational Background: A Bachelorxe2x80x99s Degree in Business or a related field is idealxe2x80x94but your results-driven approach and leadership skills are what truly count.

Whatxe2x80x99s 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 ApplyIf youxe2x80x99re 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. Donxe2x80x99t miss this chance to step up, lead with passion, and grow your career with us!

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