Technical Team Leader - CI

{
  "content_hash": "5d804b3b1e61b0597c7cee92b8a81333309caad3a21c3438b25c87d3a47f4487",
  "source_hash": "e0b9c7f13ec1be1ee2ed6e7943470a6ac54d65180d6e457ac70ad85ec8cdda9f",
  "last_changed_at": "2026-06-03T10:34:21.352Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Johannesburg, Gauteng, 2191, South Africa",
    "city": "Johannesburg",
    "region": "Gauteng",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T08:51:04.026Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Johannesburg, Gauteng, 2191, South Africa",
      "city": "Johannesburg",
      "region": "Gauteng",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": "on_site",
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "799",
    "isRemote": null,
    "location": {
      "city": "Johannesburg",
      "state": "Gauteng"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "19305",
    "locationType": "0",
    "jobOpeningName": "Technical Team Leader - CI",
    "departmentLabel": "Customer Service",
    "employmentStatusLabel": "Permanent"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Johannesburg",
      "state": "Gauteng",
      "postalCode": "2191",
      "addressCountry": "South Africa"
    },
    "datePosted": "2026-06-02",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-size: 12pt; font-weight: bold\">Location:</span><span style=\"font-size: 12pt\"><span> </span>Sandton, Johannesburg, South Africa (Onsite)</span><span style=\"font-size: 12pt\"><br></span><span style=\"font-size: 12pt; font-weight: bold\">Job Type:</span><span style=\"font-size: 12pt\"><span> </span>Permanent</span></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">About Us</span></p>\n<p>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.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you’ll feel right at home here.</p>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Team Leadership &amp; People Management</span></p>\n<ul>\n<li>Foster a culture of accountability, trust, and collaboration within the team.</li>\n<li>Motivate associates to achieve individual and team performance targets.</li>\n<li>Delegate tasks effectively based on strengths, capacity, and priorities.</li>\n<li>Lead by example through professionalism, integrity, and strong work ethic.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Operational Performance &amp; Reporting</span></p>\n<ul>\n<li>Monitor team KPIs including service levels, quality, productivity, and attendance.</li>\n<li>Analyse performance trends to identify risks and enable proactive coaching.</li>\n<li>Prepare and present regular operational reports to senior stakeholders.</li>\n<li>Manage real-time queues and operational decisions to ensure SLA adherence.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Coaching &amp; Development</span></p>\n<ul>\n<li>Identify skills gaps and deliver structured coaching and feedback.</li>\n<li>Strengthen technical support capability and enhance customer experience quality.</li>\n<li>Recognise strong performance and address underperformance constructively.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Escalations &amp; Conflict Resolution</span></p>\n<ul>\n<li>Serve as the first point of escalation for customer and internal issues.</li>\n<li>Resolve conflicts using empathy, active listening, and sound judgement.</li>\n<li>Provide real-time support during high-pressure technical interactions.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Process Improvement &amp; Collaboration</span></p>\n<ul>\n<li>Identify inefficiencies and recommend data-driven improvements.</li>\n<li>Collaborate with QA, Training, WFM, HR, and IT to resolve operational challenges.</li>\n<li>Ensure clear, consistent communication between frontline teams and management.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Requirements</span></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Essential</span></p>\n<ul>\n<li>Minimum 2+ years’ experience as a Team Leader/Supervisor in a BPO, technical support, or contact centre environment.</li>\n<li>Strong analytical ability with experience in KPI tracking, reporting, and workforce management.</li>\n<li>Proficient in Excel, BI dashboards, and CRM systems.</li>\n<li>Excellent communication skills with high emotional intelligence.</li>\n<li>Ability to work rotational shifts, including weekends and public holidays (24/7 environment).</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Preferred</span></p>\n<ul>\n<li>Bachelor’s degree in Business, Management, or a related field.</li>\n<li>Experience in technical customer support environments.</li>\n<li>Certifications such as PMP, Lean Six Sigma, or formal leadership training.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">What We Offer</span></p>\n<ul>\n<li>Comprehensive benefits including health insurance, funeral cover, group life cover, and provident fund.</li>\n<li>Clear career progression into advanced technical operations and leadership roles.</li>\n<li>Structured technical and leadership development programmes.</li>\n<li>A supportive, innovative, and inclusive workplace culture.</li>\n</ul>\n<p><br></p>\n<p><span>Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</span></p>",
    "compensation": null,
    "departmentId": "19305",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Technical Team Leader - CI",
    "departmentLabel": "Customer Service",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://quantanite.bamboohr.com/careers/799",
    "employmentStatusLabel": "Permanent"
  }
}