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)

Huntington Bank

<div><h1 class="jobSectionHeader">Description</h1>
Summary:
The Retail Service Operations Team Leader is responsible for the oversight of service and operations for ~10 branches within a defined market area, mentoring a team to execute service and operational objectives within Huntington&rsquo;s moderate to low-risk appetite.
Duties &amp; Responsibilities:<ul><li>
Motivates and coaches all branch colleagues in the areas of service and operations onsite at assigned branches.</li><li>
Promotes Huntington&rsquo;s Welcome Culture through actions and coaching.</li><li>
Conducts branch visits to complete required audits, observations, and inspections.</li><li>
Participates in branch huddles to review operations procedures and opportunities.</li><li>
Performs risk management activities including the review, research, follow-up and coaching on operational and service reporting for assigned branches.</li><li>
Escalate issues to appropriate level immediately upon identification. Adheres to all operational, security, risk and regulatory related policies and procedures.</li><li>
Responsible for regular communication/feedback to the Regional Service Operations Manager (RSOM) and District Manager(s) regarding service and operations performance for assigned branches, including conducting monthly District Manager 1-1s.</li><li>
Provides support for branch incident response, including robbery response and manual processing.</li><li>
Adheres to all operational, security, risk and regulatory related policies and procedures.</li><li>
Demonstrates acumen in banking, transaction processing, cash handling, customer service, operations, systems, technology, and communication.</li><li>
Maintains knowledge of all branch related services, technology, and procedures along with completing all required training.</li><li>
Participates in a branch consolidations, openings/closings, relocations, and merger/ acquisition activities as assigned.</li><li>
Perform other duties as assigned.</li></ul>
Basic Qualifications:<ul><li>
High School Diploma or GED</li><li>
3 years of retail service with operational experience</li></ul>
Other<ul><li>
Travel required within assigned market area.</li></ul>
Preferred Qualifications<ul><li>
3 years of experience leading or influencing a team</li><li>
Branch banking experience with operational focus</li><li>
Prior experience managing a team</li><li>
Comfort with technology</li><li>
Experience with MS Office applications</li><li>
Excellent communication skills, both written and verbal</li><li>
Demonstrated problem-solving ability</li><li>
Detail-oriented and thorough</li></ul> 
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
No
Workplace Type:
Office
Our Approach to Office Workplace Type
Certain positions outside our branch network may be eligible for a flexible work arrangement. We&rsquo;re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.
Huntington is an Equal Opportunity Employer.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.</div>

Retail Service Operations Team Leader - Austin, TX

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

Nextcare

<div>
 
 
 Key Responsibilities
 
 /What You Do
 
 
 
 <ul>
 <li>
 Manages routine daily claims administration work.
 </li>
 <li>
 Coordinates work flow &amp; meet deadlines
 </li>
 <li>
 Give support and guidance on escalated issues, complaints and challenging claims and lead by example
 </li>
 <li>
 Attends calls and e-mails from insurance companies, clients and providers.
 </li>
 <li>
 Responsible for the allocation of work throughout the team, compliance with service level agreements, the quality of the service, team productivity and reducing complaints.
 </li>
 <li>
 Assist for the professional development of team members and identification of specific training needs and mentoring.
 </li>
 <li>
 Support to have successful and efficient operation of the team and the oversight of all highprofile claims.
 </li>
 <li>
 Increases efficiency, minimizes errors and administration time.
 </li>
 <li>
 Own the day-to-day escalated claims by the team, but also by customers and partners.
 </li>
 <li>
 To act as a technical reference point across the team
 </li>
 <li>
 Use Allianz Partners client database accurately and effectively to ensure reports generated give a true reflection of the department&rsquo;s workload, which consequently facilitates effective target planning
 </li>
 <li>
 Other Ad hoc duties as required.
 
 
 </li>
 </ul>
 
 AI READINESS
 
 Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use
 
 
 
 Key Requirements/What You Bring
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in any Medical field, Finance, Business Administration, Insurance, or a related field preferred.
 </li>
 <li>
 3-5 years&rsquo; experience in a customer focused environment, ideally in clinical, paramedical roles or TPA or insurance roles.
 </li>
 <li>
 With at least 1 year proven work experience as a team leader or similar role
 </li>
 <li>
 Organized with the ability to prioritize and multi-task
 </li>
 <li>
 Strong leadership and great analytical skills
 </li>
 <li>
 With high level of technical knowledge and professionalism at all times to lead by example
 </li>
 <li>
 Experience of working with senior managers and understanding the necessity to act in a pleasant and courteous manner and to be able to work effectively with others.
 </li>
 <li>
 Legally permitted to work in the country of operations.
 </li>
 <li>
 Hybrid working option available as per business requirements.
 
 
 </li>
 </ul>
 
 How we hire
 
 Allianz Partners does not accept unsolicited CV&rsquo;s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.
 
 
 
 Key Benefits/What We Offer
 
 
 
 Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
 
 
 Our products are embedded seamlessly into our partners&rsquo; businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.
 
 
 We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.
 
 
 We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.
 
 
 At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions. All while ensuring human oversight for claims to maintain service integrity. By embracing AI and Emerging Technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to Ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.
 
 
 Great to have you on board. Let's care for tomorrow.
</div>

Claims Processing Team Leader

daydreamsoft.com

Hi all,We are looking for Mobile Team Leader for a leading IT web and mobile development company in Surat called: https://www.daydreamsoft.comJob Responsibilities:<ul><li>Collaborate with key stakeholders (Management, Backend, Product, Design) to understand requirements and provide technical solutions through well grounded analyses.</li><li>Manage day-to-day activities of the mobile development team, while maintaining a high developer experience and clean coding practices.</li><li>Delegating tasks and set deadlines for your internal team.</li><li>Monitor team performance and report.</li><li>Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.</li></ul>Skills:<ul><li>Deep hands-on technical expertise.</li><li>Excellent English communication skills both verbal and written.</li><li>Developer must know any of mobile technology (of iOS, Android, React native, ionic etc)</li><li>Strong understanding of OOPs fundamentals, Java, XML, JSON, Web Services, SQLite Databases.</li></ul>Experience: 1 to 2.5 years experience requiredBenefits:<ul><li>Every saturday will be halfday working.</li><li>5 week or less notice period</li><li>4 times lunch outside a year 1 picnic a year.</li><li>Many employee engagement activities like Birthday celebration, competition etc No restriction on phone. Job Type: Full-time</li></ul>Job Type: Full-timePay: ₹20,000.00 - ₹50,000.00 per monthWork Location: In person

Mobile Team Leader

WEX Inc.

<div>About the Team/Role
The Employer Services, Team Lead leads the Account Management teams in a high-volume, queue-based environment. This role is responsible for driving service excellence, meeting strict SLAs, ensuring regulatory compliance, and developing high-performing teams.
The Team Leader partners with internal and external stakeholders to address changing regulations, product updates, and service needs while promoting continuous improvement, operational efficiency, and employee engagement. This position plays a key role in leveraging AI and automation to scale operations, reduce manual work, and mitigate risk.
How you'll make an impact
Team Leadership &amp; Development<ul><li>
Coach, develop, and mentor Account Managers</li><li>
Lead team meetings, 1:1s, goal setting, and performance reviews</li><li>
Manage onboarding, scheduling, and timecard processes</li><li>
Establish clear performance expectations aligned with business goals</li><li>
Proven ability to cultivate a supportive, collaborative, and engaged team culture</li></ul><div> 
Operations &amp; Performance Management</div><ul><li>
Monitor call and email volumes to ensure SLA compliance</li><li>
Manage staffing and capacity to meet workload demands</li><li>
Own productivity, renewal, and quality reporting</li><li>
Ensure consistent adherence to quality and service standards</li></ul> 
Continuous Improvement &amp; Innovation<ul><li>
Identify and implement process improvements and best practices</li><li>
Proactively evaluate and integrate AI and automation solutions to drive scale, reduce manual processes, and mitigate operational risk</li><li>
Develop and maintain workflows, documentation, and training materials</li><li>
Collaborate across departments to resolve operational issues and improve service delivery</li></ul> 
Client &amp; Partner Support<ul><li>
Resolve employer and partner escalations</li><li>
Review and manage client scopes of service and SLAs</li><li>
Communicate risks, priorities, and project updates to leadership</li><li>
Support and maintain Partner/Client OnePoint relationships</li></ul> 
Project &amp; Cross-Functional Leadership<ul><li>
Lead and manage cross-departmental projects from planning through execution</li><li>
Partner with internal stakeholders to align timelines, resources, and deliverables</li><li>
Monitor project progress and ensure alignment with business objectives</li></ul> 
Compliance &amp; Leadership<ul><li>
Demonstrate company values and leadership behaviors</li><li>
Ensure compliance with HIPAA, HITECH, and related regulations</li><li>
Perform additional duties as assigned</li></ul>
Additional job duties and responsibilities may arise and the Team Leads are expected to perform these additional tasks as assigned.
Experience you'll bring
<ul><li>3+ years of leadership or supervisory experience</li><li>
Experience leading teams in high-volume, queue-based environments</li><li>
Proven success meeting Service Level Agreements</li><li>
Strong communication, leadership, and organizational skills</li><li>
High attention to detail and accuracy</li><li>
Project management experience, including cross-functional initiatives</li><li>
Proficiency in WHC, Salesforce, and Microsoft Excel</li><li>
Ability to adapt to changing priorities</li><li>
Demonstrated experience leveraging AI and automation to improve efficiency and performance</li></ul>
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the &quot;About Us&quot; section.
Pay Range: $50,900.00 - $65,400.00</div>

Team Lead, Employer Services

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