Operations Team Lead

Team Leader – Operations | Mumbai (Thane) | Quantanite

Full-Time • Onsite (WFO) • Growth Opportunity in a Global Organisation

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with a strong 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.

smart tech and even smarter people

Position Overview

Team Leader – Operations

This is a hands-on leadership role that requires strong people management, operational discipline, and a commitment to Quantanite’s values.

This role is fully onsite (WFO) in Mumbai.

Key Responsibilities

Core Operations

• Oversee daily planning, workflow execution, and team performance
• Ensure consistent achievement of SLAs, KPIs, and quality standards
• Conduct regular coaching, feedback sessions, and performance discussions
• Monitor compliance with all company policies and operational processes
• Drive training and development plans for team members
• Apply Quantanite’s performance and disciplinary frameworks fairly and consistently

Leadership & People Development

• Motivate, mentor, and support your team to build a high-performance culture
• Role-model Quantanite’s values and promote operational excellence
• Support onboarding and integration of new team members

Client Support & Continuous Improvement

• Assist the Operations Manager in identifying risks, gaps, and opportunities
• Escalate issues appropriately after exhausting internal channels
• Maintain strong client satisfaction through accurate and proactive delivery

Compliance & Reporting

• Ensure strict adherence to data protection, confidentiality, and information security standards
• Support and conduct WBRs (Weekly Business Reviews) and MBRs (Monthly Business Reviews)
• Maintain accurate reporting and performance metrics for internal and client-facing use

Qualifications

Essential

• Graduate degree from a recognised university/institute
• 2–3 years’ experience in operations, team leadership, or a similar supervisory role
• Strong computer literacy (MS Office, spreadsheets, presentations)
• Solid process knowledge, strong cognitive ability, and results-oriented mindset
• Experience conducting MBRs/WBRs and supporting client onboarding
• Excellent English communication skills (advanced reading, writing, listening, and speaking)
• Strong skills in problem-solving, decision-making, coaching, empathy, and people management

Preferred

• Experience in BPO or customer experience environments
• Familiarity with workflow tools, CRM systems, or onboarding software
• Additional Indian or international language proficiency

What We Offer

• Work Model:

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

• Development:

  Leadership training, structured career pathways, and continuous learning

• Culture:

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

• Benefits:

  Market-aligned compensation, health benefits, and cross-regional collaboration opportunities

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