Team Leader-Pipeline

Job Title : Customer Service Associate

Location : Rosebank / Sandton

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.

About the role :

Lead a dynamic field team focused on providing exceptional service and operational excellence. You will be responsible for coaching, managing performance, and driving key success metrics across your territory.

Key Responsibilities

• Team Leadership & Development : Mentor and coach Service Professionals and Lead Service Professionals, conducting regular performance reviews and goal-setting sessions. Foster a positive, learning-oriented team environment to improve retention and team morale.
• Operational Efficiency : Monitor labor utilization versus production, optimizing efficiency to meet KPI and service-level targets. Manage daily payroll, schedules, and resource allocation to support field operations.
• Customer Experience & Retention : Ensure delivery of top-tier customer service; identify opportunities for upselling or cross-selling services. Resolve customer escalations and support complaint handling processes to maintain satisfaction.
• Performance Monitoring & Reporting : Track team performance using dashboards and metrics; report status to field managers and implement improvement plans.
• Recruiting & Onboarding : Collaborate with recruitment teams to address staffing needs; participate in interviewing, hiring, and onboarding processes.
• Compliance & HR Understanding and Maintain adherence to all safety regulations

Qualifications

What We Offer :

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