Customer Service Team Leader (DD)

{
  "content_hash": "053fde1af2ba944007fc648e0a2ba6dca58e24b48b852c1d2fe39c5631e98451",
  "source_hash": "b3682b74ac280a63b824bf53f82b6fba5da376228b98aa499671b6a29716dc94",
  "last_changed_at": "2026-05-30T06:01:58.285Z",
  "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": "2026-06-06T08:51:03.979Z",
  "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": "739",
    "isRemote": null,
    "location": {
      "city": "Johannesburg",
      "state": "Gauteng"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "18557",
    "locationType": "0",
    "jobOpeningName": "Customer Service Team Leader (DD)",
    "departmentLabel": "Operations",
    "employmentStatusLabel": "Permanent"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Johannesburg",
      "state": "Gauteng",
      "postalCode": "2191",
      "addressCountry": "South Africa"
    },
    "datePosted": "2026-02-24",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-size: 24pt; font-weight: bold\">Customer Service Team Leader</span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Location:</span><span style=\"font-size: 12pt\"> Johannesburg, South Africa (Onsite)</span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">About Us</span></p>\n<p><span style=\"font-size: 12pt\">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.</span></p>\n<p><span style=\"font-size: 12pt\">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.</span></p>\n<p><span style=\"font-size: 12pt\">If you’re driven by performance, passionate about developing people, and motivated by operational excellence, you’ll thrive at Quantanite.</span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Position Overview</span></p>\n<p><span style=\"font-size: 12pt\">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.</span></p>\n<p><span style=\"font-size: 12pt\">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.</span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Team Leadership &amp; Engagement</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Lead, motivate, and develop a team of Customer Service Associates to consistently achieve KPIs.</span></li>\n<li><span style=\"font-size: 12pt\">Conduct structured 1:1 coaching sessions, monthly reviews, and real-time feedback.</span></li>\n<li><span style=\"font-size: 12pt\">Foster a positive, inclusive, and performance-focused team environment.</span></li>\n<li><span style=\"font-size: 12pt\">Drive attendance, adherence, and overall team discipline.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Performance &amp; KPI Management</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Monitor and manage key metrics including AHT, CSAT, quality, productivity, attendance, and SLA performance.</span></li>\n<li><span style=\"font-size: 12pt\">Analyse reporting dashboards to identify performance gaps and improvement opportunities.</span></li>\n<li><span style=\"font-size: 12pt\">Implement performance improvement plans where required.</span></li>\n<li><span style=\"font-size: 12pt\">Deliver accurate and timely operational reporting.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Operational Delivery</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Partner with Workforce Management to ensure schedule adherence and optimal staffing coverage.</span></li>\n<li><span style=\"font-size: 12pt\">Support campaign delivery plans and ensure service levels are consistently achieved.</span></li>\n<li><span style=\"font-size: 12pt\">Maintain compliance with company policies, POPIA requirements, and client standards.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Customer Experience &amp; Escalation Handling</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Act as the first escalation point for complex customer queries.</span></li>\n<li><span style=\"font-size: 12pt\">Ensure quality standards are upheld across all customer interactions.</span></li>\n<li><span style=\"font-size: 12pt\">Collaborate with QA and Training teams to address recurring quality trends.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Talent &amp; Onboarding Support</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Participate in recruitment interviews where required.</span></li>\n<li><span style=\"font-size: 12pt\">Support onboarding, nesting, and ongoing development of new hires.</span></li>\n<li><span style=\"font-size: 12pt\">Identify high-potential talent within the team and support succession planning.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Cross-Functional Collaboration</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Work closely with Operations, HR, Training, QA, and WFM to drive overall campaign performance.</span></li>\n<li><span style=\"font-size: 12pt\">Contribute to client meetings, calibrations, and performance discussions where required.</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">Qualifications</span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Essential:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Matric / Grade 12 qualification.</span></li>\n<li><span style=\"font-size: 12pt\">Minimum 2–3 years’ experience in a contact centre environment.</span></li>\n<li><span style=\"font-size: 12pt\">At least 1 year of proven team leadership experience.</span></li>\n<li><span style=\"font-size: 12pt\">Strong understanding of contact centre KPIs and performance management.</span></li>\n<li><span style=\"font-size: 12pt\">Demonstrated ability to coach and improve underperforming team members.</span></li>\n<li><span style=\"font-size: 12pt\">Strong verbal and written communication skills.</span></li>\n<li><span style=\"font-size: 12pt\">Proficiency in Google Workspace, CRM systems, and reporting tools.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Preferred:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Previous BPO experience.</span></li>\n<li><span style=\"font-size: 12pt\">Experience managing international campaigns (UK/US clients).</span></li>\n<li><span style=\"font-size: 12pt\">Exposure to workforce planning tools.</span></li>\n<li><span style=\"font-size: 12pt\">Relevant leadership or supervisory training.</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-size: 18pt; font-weight: bold\">What We Offer</span></p>\n<ul>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Work Model:</span><span style=\"font-size: 12pt\"> Onsite role based in Johannesburg.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Development:</span><span style=\"font-size: 12pt\"> Access to structured leadership development and internal progression opportunities.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Culture:</span><span style=\"font-size: 12pt\"> A collaborative, inclusive, and performance-led environment.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Growth:</span><span style=\"font-size: 12pt\"> Clear pathways to Senior Team Leader, Operations Manager, and broader leadership roles.</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">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": "18557",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Customer Service Team Leader (DD)",
    "departmentLabel": "Operations",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://quantanite.bamboohr.com/careers/739",
    "employmentStatusLabel": "Permanent"
  }
}