About this role
About Quantanite
Quantanite is a pioneering force in customer experience (CX) solutions and digital services, blending cutting-edge AI automation with human intelligence. Headquartered in London and operating across four continents, our global team helps fast-growing brands scale smarter, work faster, and deliver better service.
At Quantanite, internal communication is not just about sharing updates—it is about creating connection, building trust, and ensuring our people feel informed, heard, and included. We are on a mission to build better together, driven by our core values of diversity, innovation, and exceptional service.
Job Purpose The Team Leader is responsible for managing the day-to-day performance, productivity, quality, attendance, and development of a team of Customer Service Advisors. The role requires strong people management, operational oversight, client-service focus, and the ability to identify and address performance gaps proactively.
Key Responsibilities
1. Team & People Management
• Manage and support a team of Customer Service Advisors.
• Set clear expectations around performance, attendance, conduct, and customer service.
• Conduct daily team huddles and communicate operational updates.
• Build a positive, accountable, and performance-driven team culture.
• Address employee concerns and escalate matters where required.
• Support employee engagement, development, and retention.
2. Performance Management
• Monitor individual and team performance against agreed KPIs and targets.
• Track key metrics such as AHT, SLA, QA, FCR, CSAT, productivity, adherence, and transfer rates.
• Identify performance trends and implement corrective actions.
• Conduct regular coaching and performance reviews.
• Maintain accurate coaching and performance documentation.
• Develop and monitor action plans for underperforming employees.
3. Operational Management
• Ensure the team is adequately staffed and available according to the agreed operational requirements.
• Monitor attendance, punctuality, schedule adherence, and absenteeism.
• Work closely with WFM to address staffing and scheduling requirements.
• Monitor queues and take appropriate action to protect SLA and customer experience.
• Ensure that all operational processes and SOPs are followed.
• Identify operational risks and escalate them timeously.
4. Quality & Customer Experience
• Maintain high standards of customer service and quality.
• Review quality results and identify recurring customer or process issues.
• Conduct call listening, feedback sessions, and targeted coaching.
• Identify knowledge gaps and work with Training/SME teams to address them.
• Ensure customer complaints and escalations are appropriately managed.
• Promote first-contact resolution and effective customer ownership.
5. Coaching & Development
• Conduct regular one-on-one coaching sessions with team members.
• Provide constructive and evidence-based feedback.
• Recognise strong performance and identify development opportunities.
• Support new employees during nesting and transition into production.
• Monitor the effectiveness of coaching interventions.
• Ensure coaching actions are followed through and measured.
6. Reporting & Governance
• Maintain daily and weekly performance trackers.
• Provide accurate performance updates to Operations Management.
• Participate in WBR, MBR and other operational governance sessions where required.
• Provide clear explanations and root-cause analysis for performance gaps.
• Ensure all required reports, trackers, and documentation are completed accurately and on time.
• Use operational data to identify trends, risks, and improvement opportunities.
7. Client & Stakeholder Management
• Maintain professional relationships with clients and internal stakeholders.
• Ensure client requirements and operational expectations are communicated to the team.
• Support client meetings and provide relevant operational insights when required.
• Escalate risks and service-impacting issues proactively.
• Ensure agreed client processes and service levels are consistently maintained.
Key Performance Indicators
The TL will typically be measured against:
• SLA / Service Level
• Quality Assurance (QA)
• AHT
• FCR
• CSAT / NPS
• Transfer Rate
• Productivity
• Schedule Adherence
• Attendance & Absenteeism
• Attrition
• Coaching Completion
• Team Engagement
• Client Satisfaction
• Compliance & Process Adherence
Key Competencies
• Leadership and people management
• Performance management
• Coaching and mentoring
• Communication
• Problem-solving
• Accountability
• Customer focus
• Analytical thinking
• Conflict management
• Decision-making
• Time management
• Attention to detail
• Stakeholder management
Additional Requirements / Information: Grade 12 / Matric.
• Previous call centre/customer service experience.
• Previous Team Leader or supervisory experience preferred.
• Strong understanding of call centre KPIs and operational processes.
• Good communication and interpersonal skills.
• Strong problem-solving and decision-making ability.
• Good Microsoft Office/Excel skills.
• Ability to work under pressure and manage competing priorities.
• Strong organisational and time-management skills.