Team Leader

About Quantanite:
Quantanite is a dynamic force in the business process outsourcing (BPO) and customer experience (CX) sector, recognized globally for our innovative solutions and client-centric service. With a dedicated team of professionals across four continents, we are committed to excellence in delivering transformative outcomes for our clients.

Position Available:
Team Leader

Your Role at Quantanite:
As a Team Leader, you will play a pivotal role in leading and managing a team of Customer Service Agents, ensuring exceptional service delivery and operational efficiency. You will be responsible for guiding your team to meet performance targets, providing support, and handling escalations to maintain high customer satisfaction.

Key Responsibilities:

• Lead daily team meetings and manage attendance records.
• Conduct return-to-work interviews and liaise with the Call Centre Manager (CCM) for daily stats feedback.
• Prepare and manage daily dashboards and performance reports.
• Provide hourly updates to the CCM and handle customer escalations.
• Facilitate QA calls and coaching sessions for the team.
• Ensure compliance with security and GDPR standards.
• Addres...