Contact Center Team Lead

Team Leader – Operations (India)

Location:

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

• Motivate, mentor, and inspire a team of associates, fostering a positive and high-performance culture.
• Role-model Quantanite values and drive behaviour aligned with operational excellence.
• Support onboarding and integration of new hires into the team.

Client Support & Operational Excellence

• Support the Operations Manager in identifying operational risks, inefficiencies, and improvement opportunities.
• Escalate issues through the appropriate channels after exhausting internal pathways.
• Maintain high levels of client satisfaction through accurate delivery and proactive issue resolution.

Compliance & Reporting

• Ensure full adherence to information security, confidentiality, and data protection guidelines.
• Conduct and support Monthly Business Reviews (MBR) and Weekly Business Reviews (WBR).
• Maintain accurate reporting and metrics for internal and client-facing use.

Qualifications

Essential:

• Graduate degree in any discipline from a recognised university/institute.
• 2–3 years of experience in an operations, team leader, or similar supervisory role.
• Strong computer literacy, including MS Office, spreadsheets, and presentation tools.
• Solid process knowledge, cognitive skills, and a strong orientation toward results and quality.
• Experience conducting business reviews (MBR/WBR) and onboarding clients.
• Excellent communication skills in English (advanced in listening, reading, writing, and speaking).
• Demonstrated strengths in problem-solving, decision-making, people management, coaching, and empathy.

Preferred:

• Experience in BPO or customer experience environments.
• Exposure to workflow tools, CRM systems, or client onboarding software.
• Additional Indian or international languages.

What We Offer

• Work Model:

  Full-time, onsite (WFO) at our Mumbai delivery centre.

• Development:

  Leadership training, career development pathways, and access to continuous learning resources.

• Culture:

  Inclusive, supportive, and people-first environment where high performance is recognised and rewarded.

• Perks/Benefits:

  Market-aligned compensation, health benefits as per location, and opportunities for cross-regional collaboration.

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