customer service team leader

Quantanite

<div>Customer Service Team Leader

Location: Johannesburg, South Africa (Onsite) 
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&rsquo;s fastest-growing brands scale smarter, work faster, and deliver better service&mdash;every time.

We&rsquo;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 solutions to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you&rsquo;re driven by performance, passionate about developing people, and motivated by operational excellence, you&rsquo;ll thrive at Quantanite. 
Position Overview

The Customer Service Team Leader is responsible for leading a team of Customer Service Associates within our Johannesburg contact centre. Reporting to the Operations Manager, this role focuses on driving performance against client KPIs, building a high-engagement team culture, and ensuring consistent delivery of service excellence.

This is a hands-on leadership role within a fast-paced, target-driven BPO environment, requiring strong coaching capability, data-driven decision-making, and accountability for results. 
Key Responsibilities

Team Leadership &amp; Engagement
<ul>
<li>Lead, motivate, and develop a team of Customer Service Associates to consistently achieve KPIs.</li>
<li>Conduct structured 1:1 coaching sessions, monthly reviews, and real-time feedback.</li>
<li>Foster a positive, inclusive, and performance-focused team environment.</li>
<li>Drive attendance, adherence, and overall team discipline.</li>
</ul>
Performance &amp; KPI Management
<ul>
<li>Monitor and manage key metrics including AHT, CSAT, quality, productivity, attendance, and SLA performance.</li>
<li>Analyse reporting dashboards to identify performance gaps and improvement opportunities.</li>
<li>Implement performance improvement plans where required.</li>
<li>Deliver accurate and timely operational reporting.</li>
</ul>
Operational Delivery
<ul>
<li>Partner with Workforce Management to ensure schedule adherence and optimal staffing coverage.</li>
<li>Support campaign delivery plans and ensure service levels are consistently achieved.</li>
<li>Maintain compliance with company policies, POPIA requirements, and client standards.</li>
</ul>
Customer Experience &amp; Escalation Handling
<ul>
<li>Act as the first escalation point for complex customer queries.</li>
<li>Ensure quality standards are upheld across all customer interactions.</li>
<li>Collaborate with QA and Training teams to address recurring quality trends.</li>
</ul>
Talent &amp; Onboarding Support
<ul>
<li>Participate in recruitment interviews where required.</li>
<li>Support onboarding, nesting, and ongoing development of new hires.</li>
<li>Identify high-potential talent within the team and support succession planning.</li>
</ul>
Cross-Functional Collaboration
<ul>
<li>Work closely with Operations, HR, Training, QA, and WFM to drive overall campaign performance.</li>
<li>Contribute to client meetings, calibrations, and performance discussions where required.</li></ul> 
Qualifications

Essential:
<ul>
<li>Matric / Grade 12 qualification.</li>
<li>Minimum 2&ndash;3 years&rsquo; experience in a contact centre environment.</li>
<li>At least 1 year of proven team leadership experience.</li>
<li>Strong understanding of contact centre KPIs and performance management.</li>
<li>Demonstrated ability to coach and improve underperforming team members.</li>
<li>Strong verbal and written communication skills.</li>
<li>Proficiency in Google Workspace, CRM systems, and reporting tools.</li>
</ul>
Preferred:
<ul>
<li>Previous BPO experience.</li>
<li>Experience managing international campaigns (UK/US clients).</li>
<li>Exposure to workforce planning tools.</li>
<li>Relevant leadership or supervisory training.</li></ul> 
What We Offer
<ul>
<li>Work Model: Onsite role based in Johannesburg.</li>
<li>Development: Access to structured leadership development and internal progression opportunities.</li>
<li>Culture: A collaborative, inclusive, and performance-led environment.</li>
<li>Growth: Clear pathways to Senior Team Leader, Operations Manager, and broader leadership roles.</li></ul> 
Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</div>

Customer Service Team Leader (DD)

Jadeer

<div>Jadeer is hiring a Customer Care Team Leader (Voice &ndash; Non Voice) on behalf of one of our clients based in Egypt, New Cairo. Our client is a leading fintech company operating in the digital payments and consumer finance sector across the Middle East. Through strategic partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance purchasing power and create seamless customer experiences.
Job Title: Customer Care Team Leader (Voice &ndash; Non Voice)<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Lead and manage a team of customer care advisors across voice and non-voice channels.</li><li>
Monitor daily operations to ensure service quality, productivity, and KPI achievement.</li><li>
Provide coaching, mentoring, and performance feedback to drive continuous improvement.</li><li>
Handle escalated customer complaints and complex cases, ensuring timely resolution.</li><li>
Analyze performance reports and identify areas for operational enhancement.</li><li>
Ensure adherence to company policies, compliance standards, and service guidelines.</li><li>
Support recruitment, onboarding, and training of new team members.</li></ul><h3 class="jobSectionHeader">
Qualifications &amp; Requirements</h3><ul><li>
Bachelor&rsquo;s degree in Business Administration, Commerce, or a related field (preferred).</li><li>
2&ndash;4 years of experience in customer service/contact centers, with at least 1 year in a supervisory or team leader role.</li><li>
Experience in fintech, banking, e-commerce, or digital services is a strong advantage.</li><li>
Excellent communication skills in English and Arabic (verbal and written).</li><li>
Strong leadership, coaching, and performance management skills.</li><li>
Ability to manage KPIs, analyze reports, and drive team performance.</li><li>
Flexibility to work rotational shifts if required.</li></ul>
If you are a results-driven leader with a passion for customer experience and team development, this is your opportunity to grow within a fast-paced and innovative fintech environment.</div>

Customer Care Team Leader ( Voice - Non Voice ) - (BPO)

Boutiqaat

Contact Center Team Leader Are you a natural leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments, love solving problems, and enjoy inspiring teams to perform at their best? If so, we want you to lead our Contact Center team!At Boutiqaat, we&rsquo;re dedicated to delivering outstanding service to our customers and we&rsquo;re looking for a Contact Center Team Leader who can help elevate the customer journey even further.What You&rsquo;ll Be Doing:As our Contact Center Team Leader, you&rsquo;ll be the driving force behind a high-performing team that keeps our customers happy and supported. Your day will be filled with meaningful work, including:<ul><li>Oversee daily team operations to ensure smooth, efficient workflows.</li><li>Coach, motivate, and empower agents to reach their full potential.</li><li>Support performance management and help select top talent to join the team.</li><li>Review existing systems and workflows then help us make them better!</li><li>Implement procedures that support accuracy, consistency, and customer satisfaction.</li><li>Monitor call quality and ensure high service standards across the team.</li><li>Provide hands-on coaching to team members.</li><li>Identify training needs and help drive development plans.</li><li>Collaborate with HR to evaluate performance and support career growth.</li><li>Handle escalated issues with professionalism and empathy.</li><li>Provide solutions that enhance customer experience and build loyalty.</li><li>Ensure orders, inquiries, and complaints are handled quickly and accurately.</li><li>Create and manage team schedules to ensure full coverage.</li><li>Keep your team updated on policies, procedures, and compliance requirements.</li><li>Track and report performance metrics, sharing insights with leadership.</li></ul>What You Bring to the Table:<ul><li>A bachelor&rsquo;s degree in business management or a related field.</li><li>5&ndash;8 years of experience in customer service or a contact center.</li><li>Strong communication skills in both English and Arabic.</li><li>Confidence using Microsoft Office and comfort navigating various systems.</li><li>Experience with call center software (a nice bonus!).</li><li>The ability to stay calm under pressure, think fast, and multitask like a pro.</li><li>Knowledge of Boutiqaat products or the enthusiasm to learn quickly!</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>What is your expected monthly salary?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Customer Service: 5 years (Preferred)</li></ul>

Contact Center Team Leader

Concentrix

<div>Job Title:
Team Leader, Operations
Job Description
<h3 class="jobSectionHeader">Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
</h3><h3 class="jobSectionHeader">Job Description:
</h3><h3 class="jobSectionHeader">Key Responsibilities:
</h3><ul><li>Lead and motivate a team of content moderators and customer service representatives
</li></ul><ul><li>Monitor and analyze team performance metrics
</li></ul><ul><li>Develop and implement process improvements
</li></ul><ul><li>Collaborate with other teams to ensure seamless operations
</li></ul><ul><li>Conduct regular coaching and feedback sessions
</li></ul><h3 class="jobSectionHeader">Requirements :
</h3><ul><li>Overall 4 years with 2+ years of experience in customer service or related field
</li></ul><ul><li>1+ year of experience in a leadership or supervisory role
</li></ul><ul><li>Excellent communication and interpersonal skills
</li></ul><ul><li>Ability to analyze data and make informed decisions
</li></ul><ul><li>Experience with content moderation platforms and tools, exposure to NCMEC, CSAM and other egregious content
</li></ul><h3 class="jobSectionHeader">Desired Qualifications:
</h3><h3 class="jobSectionHeader">- Any graduation degree
</h3><h3 class="jobSectionHeader">Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc
</h3><ul><li>Experience in a customer service environment and content moderation environments
</li></ul><ul><li>Certification in leadership or customer service
 </li></ul><h3 class="jobSectionHeader">Desired Skills:
</h3><ul><li>Leadership and team management skills
</li></ul><ul><li>Strong communication and interpersonal skills
</li></ul><ul><li>Analytical and problem-solving skills
</li></ul><ul><li>Time management and organizational skills
</li></ul><ul><li>Experience with performance metrics and process improvements
</li></ul><h3 class="jobSectionHeader">Disclaimer:-
</h3><h3 class="jobSectionHeader">'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for &lsquo;recruitment&rsquo;, &lsquo;processing&rsquo; or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
</h3>Location:
IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents</div>

Team Leader, Operations

Qatar Airways

<div>
 Job title
 
 
 Food and Beverage Team Leader - QDF
 
 
 Ref #
 
 
 213560
 
 
 Location
 
 
 Qatar - Doha
 
 
 Job family
 
 
 Customer Service
 
 
 <ul>
 <li>
 Closing date: 14-Mar-2026
 
 
 </li>
 </ul>
 Qatar Duty Free is currently recruiting for Food &amp; Beverage Team Leader to with Qatar Duty Free Food &amp; Beverage Department.
 
 
 Your role is to assist the Duty Manager and Supervisor to manage the shift operations of F&amp;B outlets, with a particular focus on sales, customer service, merchandising of stocks, staff allocation, cash spot-checks, shift closing, to ensure service standard and customer service are maintained at the highest level.
 
 
 
 
 Operational Accountabilities Include:
 
 
 
 
 <ul>
 <li>
 Co-ordinate activities by scheduling work assignments, setting priorities, and direct work of porters and service team member, ensuring all tasks are carried out in a safe, timely and efficient manner.
 </li>
 <li>
 Control proper documentation and record of cleaning materials stocks, food management, weekly stock and mark out report in order to be in line with HCE (Health Conscious Establishment) checklist.
 </li>
 <li>
 Monitor and addresses any issues in relation to stocks to maximize sales and maintain the appearance of the F&amp;B outlets.
 </li>
 <li>
 Assign proper staff deployment on weekly basis to ensure the service sequence is maintained at high standards at all times.
 </li>
 <li>
 Do cash spot-check shift basis to ensure cash discrepancies of associates is monitored at all times.
 </li>
 <li>
 Conduct shift training as per training plan, to ensure consistent high service standards are delivered and maintained at all times.
 </li>
 <li>
 Monitor sales target during the shift and motivate the staff to achieve the sales target.
 </li>
 <li>
 Serve all meals and beverage as per standard to ensure the highest quality and consistency at all the time. Order daily requisition by following proper PAR stock and stock on hand to ensure all item are available at all the times as per guest needed.
 </li>
 <li>
 Reduce and minimize food wastage by doing proper ordering to ensure cost has been control properly during the shift.
 </li>
 <li>
 Check and monitor nearly expiry products to ensure all has been rotate properly to all locations.
 </li>
 <li>
 Control food management, including transfer in and transfer out food items.
 </li>
 <li>
 Conduct of all cleaning activities within the outlet and Food and Beverage Facilities with assistance of Sanitation team to achieve great hygiene standard.
 </li>
 <li>
 Perform other department duties related to his/her position as directed b the Head of the Department.
 
 
 </li>
 </ul>
 
 Be part of an extraordinary story
 
 
 
 Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.
 
 
 Join us as we dare to achieve what&rsquo;s never been done before.
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Minimum 2 years job related experience if you have a minimum high school qualification or
 </li>
 <li>
 Bachelor&rsquo;s Degree with minimum 1-year job related experience.
 </li>
 <li>
 Proven track record in the ability to manage staff on a day-to-day basis
 </li>
 <li>
 Previous Experience with a structured hygienic environment, working to international standards.
 </li>
 <li>
 Ability to organize and prioritize tasks on a regular basis.
 </li>
 <li>
 Able to work to deadlines and work under pressure.
 </li>
 <li>
 Creative and innovative; able to design new and effective solutions.
 </li>
 <li>
 Knowledge with other POS system
 
 
 </li>
 </ul>
 
 
 About Qatar Airways Group
 
 
 
 
 Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before. So, whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.
 
 
 Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
 
 
 
 
 About Qatar Airways Group
 
 
 
 
 Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.
 
 
 So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
 
 
 https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=213560
</div>

Food and Beverage Team Leader - QDF

Hexaware Technologies

<div>Education Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NA Experience &bull; Minimum 1-year experience as a Team Leader in voice/chat process &bull; Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical Competencies: (Job related) &bull; Proficient in MS Office &ndash; Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc &bull; Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools &bull; Should be aware of Ecommerce industry and should have used it in daily professional life Soft Skills: &bull; Responsible for smooth and efficient day-to-operations within their team &bull; Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team. &bull; Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication. &bull; Should conduct analysis and drive initiatives to improve efficiency within team and CC overall Operations: &bull; Facilitate day to day Operations &bull; Handling 2nd level escalated calls. &bull; Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team &bull; Keep a close track and drive NPS and critical call parameters like AHT and quality scores &amp; continuously review/coach CSAs on the same &bull; &bull; Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary &bull; Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information &bull; Encourage and implement best practice across the team People &bull; Managing Team Performance &bull; Effective monitoring of CSA and providing instant feedback on productivity issues wherever required</div>

Customer Service Domestic Voice Lead-BPS

Family Farm and Home

Family Farm and Home is a family owned and operated company based out of Michigan. Our first stores opened their doors in April 2002. Currently we operate 71 retail locations in Michigan, Indiana, Ohio, Maryland and Pennsylvania . We cater to our customers' needs by supplying a wide variety of products in departments such as tools, hardware, automotive, pet, work and casual clothing, footwear, farm supplies, horse and livestock feed, bird food, lawn and garden, and alternative heating.
 
Here at Family Farm and Home, our outstanding team members are dedicated to providing incredible product values and exceptional customer service to all customers. Because of this commitment, Family Farm and Home has experienced rapid growth on all levels. Our continued growth in the future is limitless due to our devoted staff and constantly growing group of loyal customers. Are YOU ready to join the FFH Family?
 
The primary responsibility of a Family Farm and Home team leader is to learn the company’s culture by consistently supporting and strengthening the basic philosophies of the company. A team leader must have strong leadership skills with the ability to motivate and supervise team members. A team leader is a role model, a leader, problem-solver, and strategic thinker, who is required to manage her/his time to achieve budgeted goals. A team leader will help the store manager drive sales and profits through merchandising, inventory management, expense control, human resource management and controlling operating costs.
 
Essential Duties and Responsibilities, Include but are not limited to:
 
A. Promote Family Farm and Home mission statement and family values.
 
B. Assist store manager in promoting an aggressive sales culture with an intense focus on superior customer service.
 
C. Maintains professionalism and positive store morale.
 
D. Responsible for assisting the store manager in the execution and performance of all store job responsibilities through associates and/or his or her own actions.
 
E. Completes store operational requirements by scheduling and assigning employees; following up on work results.
 
F. Identifies current and future customer requirements by establishing rapport with actual as well as potential customers.
 
G. Establish relationships and support local community groups consistent with company values.
 
H. Solicits customers to sign up for Family Farm and Home Programs, i.e. loyalty program, extended warranties, financing and item of the month.
 
I. Responsible for managing and protecting all inventory and company assets in accordance with company policy against theft and damage.
 
J. Verifies merchandise is received, stored and merchandised in all departments according to established operational and safety procedures.
 
K. Protects team members and customers while maintaining the stability and reputation of the store by complying with legal requirements and providing a safe and clean store environment.
 
L. Assists store manager in determining marketing strategy changes by reviewing operating and financial statements and departmental sales records.
 
M. Assists store manager in maintaining consistent operations by initiating, coordinating, and enforcing, operational and personnel policies and procedures.
 
N. All other duties as assigned by store manager or company official.
 
Team Leader Requirements: 
A successful team leader must demonstrate excellent leadership and problem solving skills. They will need to have good oral/written communication skills in order to effectively interact with customers, vendors and other associates. A successful team leader needs to understand aggressive customer service and be team-oriented. They will have good management and organizational skills. They need to be detail oriented and able to handle multiple tasks in a fast-paced environment. Team leaders must be able to stand for extended periods of time. They are required to be able to move and handle boxes of merchandise and fixtures throughout the store. They must be able to climb up and down ladders, reach, bend, twist, kneel, and lift up to 50 lbs. Finally, they will be able to work a flexible schedule including weekends, evenings, and holidays.
 
At Family Farm and Home it is our mission to build a family dedicated to providing exceptional service, products, and prices, focused on fulfilling the lifestyle needs of our customers who aspire to live, work, and grow like we do.

Team Leader

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