Technical Team Leader - CI

Location: Sandton, Johannesburg, South Africa (Onsite)
Job Type: Permanent

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.

Key Responsibilities

Team Leadership & People Management

• Foster a culture of accountability, trust, and collaboration within the team.
• Motivate associates to achieve individual and team performance targets.
• Delegate tasks effectively based on strengths, capacity, and priorities.
• Lead by example through professionalism, integrity, and strong work ethic.

Operational Performance & Reporting

• Monitor team KPIs including service levels, quality, productivity, and attendance.
• Analyse performance trends to identify risks and enable proactive coaching.
• Prepare and present regular operational reports to senior stakeholders.
• Manage real-time queues and operational decisions to ensure SLA adherence.

Coaching & Development

• Identify skills gaps and deliver structured coaching and feedback.
• Strengthen technical support capability and enhance customer experience quality.
• Recognise strong performance and address underperformance constructively.

Escalations & Conflict Resolution

• Serve as the first point of escalation for customer and internal issues.
• Resolve conflicts using empathy, active listening, and sound judgement.
• Provide real-time support during high-pressure technical interactions.

Process Improvement & Collaboration

• Identify inefficiencies and recommend data-driven improvements.
• Collaborate with QA, Training, WFM, HR, and IT to resolve operational challenges.
• Ensure clear, consistent communication between frontline teams and management.

Requirements

Essential

• Minimum 2+ years’ experience as a Team Leader/Supervisor in a BPO, technical support, or contact centre environment.
• Strong analytical ability with experience in KPI tracking, reporting, and workforce management.
• Proficient in Excel, BI dashboards, and CRM systems.
• Excellent communication skills with high emotional intelligence.
• Ability to work rotational shifts, including weekends and public holidays (24/7 environment).

Preferred

• Bachelor’s degree in Business, Management, or a related field.
• Experience in technical customer support environments.
• Certifications such as PMP, Lean Six Sigma, or formal leadership training.

What We Offer

• Comprehensive benefits including health insurance, funeral cover, group life cover, and provident fund.
• Clear career progression into advanced technical operations and leadership roles.
• Structured technical and leadership development programmes.
• A supportive, innovative, and inclusive workplace culture.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.