Job Description

INTERNAL SECONDMENT – TEAM LEADER (Campaign Specific)

Job Type: 3-Month Internal Secondment

About Us

Quantanite is a global customer experience and digital solutions partner that combines 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 exceptional customer experiences.

We are not your typical outsourcing company. We believe great service is built on two things: smart technology and even smarter people.
Through our proprietary AI solutions, including MöBIUS, and our collaborative, people-first culture, we provide our teams with the tools, training and trust they need to make a meaningful impact.

If you are ready to lead from the front, support high-performing teams and contribute to excellent customer service in a fast-paced environment, this opportunity is for you.

About the Opportunity

We are inviting internal applications for a 3-month Team Leader secondment within the campaign.

We are looking for an experienced and motivated individual with strong product and process knowledge who is ready to develop their leadership capabilities and support a team in achieving strong customer and operational results.

The successful candidate will play a key role in coaching and supporting Customer Care Associates, driving performance, managing escalations and contributing to continuous improvement across the campaign.

Key Responsibilities

• Lead, motivate and support a team of Customer Care Associates.
• Drive key performance indicators (KPIs), including NPS, CSAT, QA, AHT, productivity and adherence
• Coach team members and identify performance and knowledge gaps.
• Develop and implement appropriate improvement actions.
• Support complex customer queries and manage escalations effectively.
• Review NPS detractors, repeat contacts and customer feedback to identify improvement opportunities.
• Ensure adherence to campaign processes, quality standards, compliance requirements and SLAs.
• Work closely with Operations, QA and Training to address performance and knowledge gaps.
• Monitor team performance and identify trends, risks and opportunities.
• Communicate performance insights and recommend appropriate actions.
• Use Microsoft Excel and operational data to track, analyse and report on performance.
• Promote a positive, accountable and customer-focused team culture.

Key Skills & Competencies

• Strong product and process knowledge.
• Demonstrated leadership, coaching and communication skills.
• Strong analytical and problem-solving abilities.
• Working knowledge of Microsoft Excel, including:
  • Sorting and filtering.
  • Basic formulas.
  • Data analysis.
  • Performance reporting.
• Understanding of contact centre KPIs and performance management.
• Strong organisational and time-management skills.
• Excellent attention to detail and decision-making ability.
• Ability to manage challenging situations and provide constructive feedback.
• Strong emotional intelligence, empathy and interpersonal skills.
• High level of ownership, accountability and customer focus.
• Ability to work effectively in a fast-paced, high-volume environment.

Minimum Requirements

• Proven experience in Customer Service, QA, Training, SME, Team Leader or a related operational role
• Strong campaign product and process knowledge.
• Experience within a technical support, customer service, BPO or contact centre environment
• Good performance and attendance record.
• Strong verbal and written communication skills.
• Demonstrated ability to support, coach and guide colleagues.
• Strong decision-making, problem-solving and conflict-resolution skills.
• Familiarity with contact centre performance metrics and operational reporting.
• Proficiency in Microsoft Office, particularly Microsoft Excel
• Ability to work within a 24/7 operation, including rotational shifts, weekends and public holidays.

Previous formal Team Leader or supervisory experience is advantageous but not essential for the secondment.

Preferred Qualifications & Experience

• Bachelor’s degree in Business, Management or a related field.
• Previous experience supporting operational performance within a BPO or high-volume contact centre environment.
• Experience working with BI dashboards, CRM systems or other operational reporting platforms.

Why Apply?

This secondment provides an excellent opportunity to:

• Gain practical Team Leader experience.
• Develop leadership, coaching and people-management skills.
• Strengthen your understanding of operational KPIs and service-level management.
• Work closely with Operations, QA and Training.
• Directly contribute to improvements in NPS, CSAT, QA and overall customer experience
• Demonstrate your leadership capability and readiness for future career opportunities.

Secondment Period

The secondment will run for 3 months, providing the successful candidate with an opportunity to demonstrate their leadership capabilities and make a measurable impact within the campaign.

At the end of the secondment, continuation or future opportunities will be considered based on:

• Individual performance.
• Leadership capability.
• Business requirements.
• Available opportunities within the organisation.

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg, supporting a 24/7 operation.
• Benefits: Health insurance, funeral cover, group life cover and provident fund.
• Training: Comprehensive technical and leadership training to support your growth and performance.
• Career Growth: Opportunities to progress into broader technical operations and leadership roles.
• Culture: A supportive, innovative and people-first environment focused on teamwork, learning and continuous improvement.

If you are ready to take the next step in your career, demonstrate your leadership potential and make a meaningful contribution to the team's success, we encourage you to apply for this exciting secondment opportunity.