Team Leader Seondment Campaign Specific (KC)

About Us:Quantanite is a top-tier Business Process Outsourcing (BPO) provider, delivering
high-quality, innovative solutions in a fast-paced and dynamic environment. We are committed to excellence, client satisfaction, and cultivating a high-performance culture that drives ourcontinued success.

About the Role:We are seeking a dynamic and experienced Client Success Team Leader to lead and scale our Client Success Manager (CSM) team. This role is pivotal in shaping theonboarding, activation, and retention strategies for our business clients. As a leader, you willcollaborate cross-functionally with sales, product, operations, and marketing teams to ensurethat our CSMs are successful, efficient, and deliver on key business KPIs.

Key Responsibilities: 
● Lead, coach, support and manage a team of associates
● Monitor daily performance and drive KPIs (AHT, CSAT, QA, Adherence)
● Conduct 1:1, team meetings and performance reviews
● Collaborate with WFM, QA, and Operations teams for smooth delivery.
● Drive morale, recognition, and professional development within the team.

Qualifications and Experience
● Minimum of 1–2 years experience as a Team Leader (preferably within a BPO or
customer service environment).
● Previous exposure to food delivery or e-commerce platforms is advantageous.
● Proven track record of leading a team to meet performance targets.
● Strong leadership, coaching, and people management skills.
● Excellent communication (verbal & written) and interpersonal skills.
● Analytical and problem-solving mindset.
● Ability to manage performance using KPIs, QA metrics, and attendance data.
● Conflict resolution and escalation handling abilities

Technical Operation Knowledge
● Familiarity with CRM systems, ticketing tools, and reporting dashboards.
● Proficient in MS Excel, Google Sheets, and performance tracking tools.
● Understanding of scheduling, rostering, and productivity management.

Work Ethic and Professionalism

● High level of accountability and ownership.
● Must be adaptable to change and fast-paced environments.
● Demonstrates initiative, integrity, and strong time management.
● Willingness to work flexible shifts including weekends and public holidays.

Please note that this is a 4 Months Secondment Position.