Internal Team Leader - HJ

Job Title: Team Leader
Location: Rosebank 

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 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.

Role Overview:
Lead and motivate the customer service team to deliver outstanding service and
operational excellence. Oversee daily team activities, manage escalated customer
issues, and ensure adherence to company policies and service standards.

Key Responsibilities:
● Supervise and support customer service representatives to meet performance
and service goals.
● Provide coaching, training, and performance feedback to team members.
● Manage escalated customer inquiries and resolve complex issues.
● Monitor team metrics and implement strategies to improve service quality and
efficiency.
● Coordinate workflow, assign tasks, and ensure adequate staffing levels.
● Collaborate with other departments to streamline processes and enhance
customer experience.
● Maintain up-to-date knowledge of products, services, and company policies.
● Foster a positive and productive team environment.
● Participate in hiring and onboarding of new team members.
● Prepare reports on team performance and customer feedback for management
review.

Required Skills & Qualifications:
● Proven leadership experience in a customer service or call center environment.
● Excellent communication, interpersonal, and conflict resolution skills.
● Strong organizational and multitasking abilities.
● Ability to motivate and develop a high-performing team.
● Proficiency with customer service software and Microsoft Office.
● Flexibility to work varied shifts, including peak periods.
● High school diploma required; further education or certifications in leadership or
customer service are advantageous.

What We Offer: 
● Benefits: Medical Aid allowance, provident fund (self-funded), group life, funeral cover
● Training: Comprehensive training programs to enhance leadership and customer service skills. 
● Career Growth: Opportunities for career advancement and professional development within the company. 
● Work Environment: A supportive and collaborative work culture focused on innovation and continuous improvement.