1. Experience & Background
- Minimum of 1–2 years experience as a Team Leader (preferably within a BPO or customer service environment).
- Previous exposure to food delivery or e-commerce platforms is advantageous.
- Proven track record of leading a team to meet performance targets.
2. Skills & Competencies
- Strong leadership, coaching, and people management skills.
- Excellent communication (verbal & written) and interpersonal skills.
- Analytical and problem-solving mindset.
- Ability to manage performance using KPIs, QA metrics, and attendance data.
- Conflict resolution and escalation handling abilities.
3. Technical & Operational Knowledge
- Familiarity with CRM systems, ticketing tools, and reporting dashboards.
- Proficient in MS Excel, Google Sheets, and performance tracking tools.
- Understanding of scheduling, rostering, and productivity management.
4. Work Ethic & Professionalism
- High level of accountability and ownership.
- Must be adaptable to change and fast-paced environments.
- Demonstrates initiative, integrity, and strong time management.
- Willingness to work flexible shifts including weekends and public holidays.
5. Key Responsibilities (high-level)
- Lead, support, and coach a team of associates.
- Monitor daily performance and drive KPIs (AHT, CSAT, QA, Adherence).
- Conduct 1:1s, team meetings, and performance reviews.
- Collaborate with WFM, QA, and Operations teams for smooth delivery.
- Drive morale, recognition, and professional development within the team.
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What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter.
Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them.
Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges.
To learn more visit us at www.quantanite.com.
