Customer Service Team Leader (External)

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 lead from the front, develop high-performing teams, and shape customer experience at scale, you’ll feel right at home here.

Position Overview

We are seeking an experienced and motivated Customer Service Team Leader to oversee a team of Customer Service Associates within our Sandton operation. This is a frontline leadership role responsible for driving team performance, ensuring service excellence, and maintaining operational efficiency.

You will play a key role in coaching and developing your team, managing escalations, and ensuring adherence to SLAs and quality standards. This is an onsite, client-facing leadership role requiring strong people management capability and operational oversight.

Key Responsibilities

Team Leadership & People Management

● Lead, coach, and motivate a team of Customer Service Associates to achieve performance targets.
● Conduct regular performance reviews, provide structured feedback, and support career development.
● Foster a high-performance, accountable, and engaged team culture.

Operational Management

● Monitor daily operations to ensure adherence to SLAs, KPIs, and quality standards.
● Manage workforce productivity and ensure efficient service delivery.
● Handle and resolve escalated customer issues promptly and effectively.

Performance Monitoring & Reporting

● Track, analyse, and report on key performance indicators (KPIs) and operational metrics.
● Provide insights on team performance, service levels, and customer satisfaction.

Training & Capability Development

● Deliver and support onboarding and continuous training initiatives.
● Identify performance gaps and implement targeted development plans.

Customer Experience & Escalations

● Manage complex or high-priority customer interactions requiring advanced problem-solving.
● Ensure consistent delivery of high-quality, customer-centric service.

Process Improvement

● Identify opportunities to improve processes, workflows, and service delivery.
● Drive continuous improvement initiatives within the team.

Cross-Functional Collaboration

● Work closely with Quality Assurance, HR, IT, and other support functions to resolve operational challenges.
● Contribute to best practice sharing and operational alignment.

Compliance & Quality Assurance

● Ensure adherence to company policies, procedures, and regulatory requirements.
● Conduct audits and address compliance or quality gaps proactively.

Qualifications

Essential:

●● Education: Grade 12 / Matric; associate’s diploma or higher preferred. 

● Experience: One year previous experience in a customer service role, preferably in a BPO environment, is a plus. 

● Skills: Excellent verbal and written communication skills; strong problem-solving abilities; proficient in using computer systems and CRM software.

● Attributes: Strong interpersonal skills; ability to remain calm and professional in stressful situations; attention to detail; ability to work independently and as part of a team.

Preferred:

● Bachelor’s degree in Business Administration, Management, or a related field.
● Experience within a BPO environment.
● Exposure to performance management frameworks and reporting.
● Relevant certifications (e.g., Customer Service Management, Six Sigma).

What We Offer

● Work Model: Onsite role based in Sandton, Johannesburg.
● Development: Leadership training and ongoing professional development opportunities.
● Career Growth: Clear progression pathways into Operations Manager and senior leadership roles.
● Culture: A collaborative, performance-driven, and people-first environment.
● Perks/Benefits: Medical aid allowance, provident fund (self-funded), group life cover, and funeral cover.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.