Contact Center Team Lead

Team Leader – Operations (India)

Location : Mumbai, India (Work From Office – Full Time)

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're passionate about leading teams, driving performance, and shaping exceptional customer experiences, this role offers the opportunity to make a measurable impact within a rapidly growing global organisation.

Position Overview

The Team Leader – Operations is responsible for the day-to-day management and performance of a team of associates serving one of Quantanite's key clients. Reporting to the Operations Manager, this role ensures service delivery excellence, achievement of SLAs and KPIs, and a consistently positive employee and client experience.

This is a leadership role requiring strong people management capability, operational discipline, and a commitment to embedding Quantanite's values in day-to-day delivery. The position is based onsite (WFO) and requires full-time availability.

Key Responsibilities

Core Functional Responsibilities

• Oversee daily planning, workflow execution, and operational performance of the assigned team.
• Ensure team members consistently meet Service Level Agreements (SLAs) and achieve Key Performance Indicators (KPIs).
• Conduct regular coaching, feedback, and performance discussions to drive continuous improvement.
• Monitor compliance with company policies, procedures, and operational standards.
• Ensure the maintenance and execution of training and development plans for all team members.
• Apply Quantanite's performance management and disciplinary processes fairly and consistently.

Leadership & People Development

Client Support & Operational Excellence

Compliance & Reporting

Qualifications

Essential :

Preferred :

What We Offer

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

Skills Required

Ms Office, Crm Systems, Spreadsheets