About this role
Job Title: Customer Service Team Leader Location: Cairo
About Us
Quantanite is a leading BPO provider known for delivering exceptional customer service and support solutions. We are dedicated to creating a dynamic work environment that values teamwork, innovation, and professional growth.
Position Overview
We are seeking an experienced and motivated Customer Service Team Leader to oversee our customer service team. The ideal candidate will have a strong background in customer service, demonstrated leadership potential, and a passion for driving team performance and enhancing customer satisfaction.
The Customer Service Team Leader will be responsible for managing daily operations, leading and mentoring team members, maintaining strong operational discipline, and ensuring consistent achievement of performance and service standards.
Key Responsibilities
● Team Leadership: Supervise, coach, and motivate a team of Customer Service Associates. Provide regular feedback, conduct performance discussions, and support team members in achieving their individual and team goals.
● Operational Oversight: Monitor daily team activities to ensure adherence to service level agreements (SLAs), schedules, operational requirements, and quality standards.
● KPI Management: Monitor and drive achievement of key performance indicators, including productivity, quality, customer satisfaction, adherence, attendance, and other account-specific KPIs.
● Adherence & Attendance: Maintain strong schedule adherence across the team, proactively address attendance and punctuality concerns, and ensure compliance with shift and break schedules.
● Performance Monitoring: Track and analyze performance data to identify trends, performance gaps, and opportunities for improvement. Implement appropriate action plans and follow up on progress.
● Coaching & Development: Conduct regular coaching sessions and support the professional development of team members. Identify skills gaps and work with relevant stakeholders to improve individual and team performance.
● Customer Interaction: Handle complex or escalated customer interactions requiring advanced problem-solving skills and a high level of professionalism.
● Process Improvement: Identify opportunities to improve customer service processes, team performance, and operational efficiency while promoting a culture of continuous improvement.
● Collaboration: Work closely with Operations, Quality Assurance, Training, Human Resources, Workforce Management, and IT to address operational issues and support business objectives.
● Compliance: Ensure the team adheres to company policies, procedures, client requirements, and applicable operational standards.
Internal Eligibility Requirements
To be considered for this internal Team Leader opportunity, applicants must:
● Have achieved an overall KPI/performance score of at least 90% during each of the last 3 months.
● Have maintained strong schedule adherence during the last 3 months.
● Have demonstrated consistent punctuality and attendance during the last 3 months.
● Have no active disciplinary concerns that would impact eligibility for promotion.
● Demonstrate strong ownership, communication, problem-solving, and leadership capabilities.
● Consistently demonstrate professional conduct and compliance with company and account policies.
Qualifications
● Experience: Previous customer service/BPO experience is required. Previous leadership, SME, coaching, or supervisory experience is an advantage.
● Skills: Strong leadership potential, communication and interpersonal skills, performance-management capabilities, analytical thinking, and advanced problem-solving skills.
● Attributes: Results-oriented, accountable, proactive, organized, and able to work effectively under pressure while managing multiple priorities.
How to Apply
Interested internal candidates are encouraged to submit their application through the internal hiring platform.
Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.