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Role Overview

Solvo Global is hiring a BPO Supervisor in Nairobi, Kenya to oversee a customer service team, guide day-to-day operations, and help the group consistently deliver strong service outcomes and target performance.

Work Schedule

This is a weekday role with working hours from Monday to Friday, 3:00 p.m. to 12:00 a.m. EAT.

Key Responsibilities

Lead, coach, and support a team of customer service agents to build a productive and positive work culture.
Define performance goals and KPIs, and make sure the team understands the expected standards.
Provide regular coaching, constructive feedback, and performance reviews.
Deal quickly with attendance and performance concerns when they arise.
Run onboarding sessions and continue training programs for the team.
Encourage collaboration and strong teamwork across agents.

Operations and Quality

Drive the team to meet or surpass KPI and SLA goals such as AHT, CSAT, and FCR.
Track workflow, staffing, and productivity to improve efficiency.
Support quality assurance efforts and uphold high service standards.
Carry out quality checks and share practical feedback for improvement.
Review performance reports and use the findings to improve results.

Client Management

Serve as the main contact for client communication and escalations.
Develop strong working relationships with clients and maintain trust.
Ensure client expectations are met consistently and, where possible, exceeded.

Compliance and Confidentiality

Follow data protection rules and internal compliance requirements.
Handle sensitive information carefully and maintain confidentiality at all times.

Requirements

A bachelor’s degree in Business Administration, Communications, or a related discipline is preferred.
At least 1 to 2 years of experience in a supervisory role or as a Team Lead.

Nice to Have

Training or certifications in leadership, quality assurance, or process improvement would be an advantage.

BPO Supervisor

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