Customer Service Team Leader

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.