Team Leader-Pipeline

1 week ago

Johannesburg Gauteng South Africa Quantanite Full time R250 000 - R500 000 per year

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
● High school diploma required; further education or certifications in management or
leadership a plus.

● 2–3+ years of supervisory or team leadership experience, ideally in field services or
operational roles.
● Proven ability to lead teams, drive performance, and manage multiple responsibilities.
● Strong analytical, problem-solving, and communication skills.
● Proficiency in using digital tools and performance dashboards (e.g., Google Drive, CRM,
scheduling software).

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.

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