Technical Team Leader - Campaign specific

Job Title: Technical Support Team Leader

Location: Sandton, Johannesburg, South Africa (Onsite)
Reporting to: Call Centre Manager
Hours: 24/7 operation, including weekends and public holidays
Job Type: Fixed-Term / Permanent

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, support high-performing teams, and help deliver excellent technical customer support in a fast-paced environment, you’ll feel right at home here.

Position Overview

We are seeking an experienced and motivated Technical Support Team Leader to oversee daily operations within a technical support and customer service BPO environment. Reporting to the Call Centre Manager, this role is responsible for ensuring that associates meet operational targets, service levels, and quality expectations while maintaining high standards of customer service, productivity, and attendance.

The Technical Support Team Leader acts as a key link between operations, associates, and internal stakeholders, ensuring smooth service delivery, effective queue management, KPI performance, coaching, and real-time operational support. This is an onsite leadership role within a 24/7 operation and requires flexibility to work rotational shifts, including weekends and public holidays.

Key Responsibilities

Team Leadership & People Management

● Create a positive, collaborative team environment that encourages open communication and accountability.
● Lead, motivate, and support associates to achieve individual and team performance goals.
● Set clear goals, expectations, and deadlines, ensuring daily activities are aligned to broader operational objectives.
● Delegate tasks effectively based on individual strengths, capability, and capacity.
● Serve as a role model by demonstrating professionalism, accountability, integrity, and a strong work ethic.
● Actively foster team morale and support a culture of continuous improvement.

Operational Performance & Reporting

● Monitor team performance against operational targets, service levels, quality standards, productivity, and attendance expectations.
● Use performance metrics to track progress, identify risks, and provide timely feedback and support.
● Prepare and share regular status updates and performance reports with senior stakeholders.
● Support effective queue management and real-time operational decision-making to maintain service delivery standards.
● Ensure team members understand performance expectations and how their work contributes to operational success.

Coaching & Development

● Identify skills gaps and support team development through coaching, feedback, and training interventions.
● Provide structured performance feedback to help associates improve service delivery, technical support capability, and customer experience.
● Recognise and reward high performance.
● Address performance issues constructively and in line with company processes.
● Support the ongoing development of team members to strengthen capability and engagement.

Escalations, Conflict Resolution & Team Support

● Act as the first escalation point for team concerns, customer issues, and operational challenges.
● Mediate interpersonal conflicts early using empathy, active listening, and sound judgement.
● Escalate unresolved or complex matters appropriately to management or relevant support functions.
● Provide real-time support to associates when handling difficult customer interactions or technical support challenges.

Process Improvement & Organisation

● Maintain organised workflows and ensure resources, tools, and documentation are accessible to the team.
● Identify inefficiencies in day-to-day processes and recommend practical improvements.
● Support the implementation of process enhancements to improve service delivery, quality, and operational efficiency.
● Encourage team members to contribute ideas that improve customer experience and workflow effectiveness.

Cross-Functional Collaboration

● Work closely with Operations, Quality Assurance, Training, Workforce Management, HR, IT, and other support functions to resolve operational challenges.
● Collaborate with internal teams to align on objectives, deliverables, and service expectations.
● Advocate for the team’s needs while ensuring alignment with business priorities and operational standards.
● Act as a liaison between associates and management to support clear communication and effective execution.

Qualifications

Essential:

● Proven experience, usually 2+ years, in a supervisory or team leader position.
● Experience within a technical support, customer service, BPO, or contact centre environment.
● Strong verbal and written communication skills, with the ability to facilitate discussions and provide clear guidance.
● Excellent organisational skills, with experience managing tasks, schedules, workflows, and resources.
● Solid decision-making, problem-solving, and conflict-resolution capability.
● Emotional intelligence and empathy, with the ability to support, motivate, and develop individuals and teams.
● Familiarity with performance metrics, operational reporting, and service-level management.
● Comfortable using reporting tools such as Excel, BI dashboards, CRM systems, or similar operational platforms.
● Ability to work in a 24/7 operation, including rotational shifts, weekends, and public holidays.
Preferred:

● Bachelor’s degree in Business, Management, or a related field.
● Experience within a technical customer support environment.
● Experience with team development frameworks, including mentoring or coaching programmes.
● Certifications in leadership, project management, or similar fields, such as PMP or Lean Six Sigma.
● Previous experience supporting operational performance within a BPO or high-volume contact centre environment.

What We Offer

● Work Model: Onsite role based in Sandton, Johannesburg, supporting a 24/7 operation.
● Benefits: Health insurance, funeral cover, group life cover, and provident fund.
● Training: Comprehensive technical and leadership training to support your growth and performance.
● Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
● Culture: A supportive, innovative, and people-first environment focused on teamwork, learning, and continuous improvement.

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