Team Leader - Johannesburg - Quantanite

    Quantanite
    Quantanite Johannesburg

    3 days ago

    Quantanite background
    Description

    About Quantanite

    A leader in business process outsourcing and customer experience, we deliver transformative outcomes globally with innovative solutions and a client-first approach.

    Position: Team Leader

    Location: Sandton

    Your Role at Quantanite

    As our Team Leader, you'll lead a team of Customer Service Agents to drive customer satisfaction. You'll guide your team to meet performance targets, provide hands-on support, and manage escalations with confidence and finesse, fostering a fun, innovative work environment.

    Key Responsibilities

    • Lead & Inspire: Facilitate daily team meetings, manage attendance, and energize the team for excellent customer service.
    • Performance Management: Prepare daily dashboards and performance reports, providing hourly updates to the Call Centre Manager.
    • Support & Escalate: Handle customer complaints and conduct return-to-work interviews to ensure on-track progress.
    • Coaching & Development: Conduct quality assurance calls and one-on-one coaching sessions to help team members grow and exceed goals.
    • Compliance & Coordination: Maintain adherence to security policies, GDPR, and company regulations while collaborating with the CCM.
    • Continuous Improvement: Provide insights and feedback to refine processes and enhance performance.

    Requirements

    • Experienced Leader: 2–5 years of customer service leadership experience, proven track record of success.
    • Tech-Savvy: Proficient in G-Suite, leveraging digital tools for performance tracking and effective communication.
    • Excellent Communicator: Strong written and verbal skills for clear communication.
    • Flexible & Proactive: Dynamic environment adaptability, quick problem-solving, and willingness to take initiative.
    • Educational Background: Bachelor's Degree in Business or related field preferred, but results-driven leadership is key.

    Benefits

    • Professional Growth: Targeted training, leadership development, and career advancement opportunities.
    • Collaborative Culture: Supportive environment valuing innovation and improvement.
    • Impact: Contribute to shaping customer experience operations and driving success across the board.

    How to Apply

    We're looking for a motivated Team Leader to join our dynamic team at Quantanite. Apply today and take the first step in growing your career with us.

    Quantanite is an equal opportunity employer, committed to creating a diverse work environment.

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