Customer Service Team Leader (DD)

Customer Service Team Leader

Location: Johannesburg, South Africa (Onsite)

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 solutions to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you’re driven by performance, passionate about developing people, and motivated by operational excellence, you’ll thrive at Quantanite.

Position Overview

The Customer Service Team Leader is responsible for leading a team of Customer Service Associates within our Johannesburg contact centre. Reporting to the Operations Manager, this role focuses on driving performance against client KPIs, building a high-engagement team culture, and ensuring consistent delivery of service excellence.

This is a hands-on leadership role within a fast-paced, target-driven BPO environment, requiring strong coaching capability, data-driven decision-making, and accountability for results.

Key Responsibilities

Team Leadership & Engagement

Lead, motivate, and develop a team of Customer Service Associates to consistently achieve KPIs.

Conduct structured 1:1 coaching sessions, monthly reviews, and real-time feedback.

Foster a positive, inclusive, and performance-focused team environment.

Drive attendance, adherence, and overall team discipline.

Performance & KPI Management

Monitor and manage key metrics including AHT, CSAT, quality, productivity, attendance, and SLA performance.

Analyse reporting dashboards to identify performance gaps and improvement opportunities.

Implement performance improvement plans where required.

Deliver accurate and timely operational reporting.

Operational Delivery

Partner with Workforce Management to ensure schedule adherence and optimal staffing coverage.

Support campaign delivery plans and ensure service levels are consistently achieved.

Maintain compliance with company policies, POPIA requirements, and client standards.

Customer Experience & Escalation Handling

Act as the first escalation point for complex customer queries.

Ensure quality standards are upheld across all customer interactions.

Collaborate with QA and Training teams to address recurring quality trends.

Talent & Onboarding Support

Participate in recruitment interviews where required.

Support onboarding, nesting, and ongoing development of new hires.

Identify high-potential talent within the team and support succession planning.

Cross-Functional Collaboration

Work closely with Operations, HR, Training, QA, and WFM to drive overall campaign performance.

Contribute to client meetings, calibrations, and performance discussions where required.

Qualifications

Essential:

Matric / Grade 12 qualification.

Minimum 2–3 years’ experience in a contact centre environment.

At least 1 year of proven team leadership experience.

Strong understanding of contact centre KPIs and performance management.

Demonstrated ability to coach and improve underperforming team members.

Strong verbal and written communication skills.

Proficiency in Google Workspace, CRM systems, and reporting tools.

Preferred:

Previous BPO experience.

Experience managing international campaigns (UK/US clients).

Exposure to workforce planning tools.

Relevant leadership or supervisory training.

What We Offer

Work Model: Onsite role based in Johannesburg.

Development: Access to structured leadership development and internal progression opportunities.

Culture: A collaborative, inclusive, and performance-led environment.

Growth: Clear pathways to Senior Team Leader, Operations Manager, and broader leadership roles.

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