BPO Supervisor

Role Overview

We are seeking a BPO Supervisor based in Nairobi, Kenya to manage a customer service team and ensure smooth day-to-day operations, strong service quality, and consistent achievement of business targets.

Team Leadership

• Guide, encourage, and develop a group of agents to build a productive and positive work culture.
• Define performance goals and key performance indicators clearly for the team.
• Offer ongoing coaching, feedback, and formal performance reviews.
• Deal quickly with attendance concerns and performance gaps.
• Carry out onboarding and continuous training initiatives.
• Support a collaborative and team-oriented environment.

Operations Management

• Track team output to ensure KPIs and SLAs are achieved or surpassed, including AHT, CSAT, and FCR.
• Review workflow patterns and make staffing and productivity adjustments where needed.
• Oversee quality assurance practices to maintain a high level of service delivery.
• Perform quality checks and share practical feedback for improvement.
• Study performance data and reports to identify opportunities for better results.

Client Management

• Serve as the main contact for client updates and escalations.
• Develop and preserve strong working relationships with clients.
• Ensure client requirements are consistently met and, where possible, exceeded.

Compliance and Data Security

• Follow data protection rules and internal compliance standards.
• Handle confidential and sensitive information with care and integrity.

Requirements

• A bachelor’s degree in Business Administration, Communications, or a closely related discipline is preferred.
• At least 1–2 years of experience in a supervisory role or as a Team Lead.
• Experience with leadership, quality assurance, or process improvement certifications is an advantage.

Additional Information

Artificial intelligence tools may be used during parts of the hiring process, such as screening applications, reviewing resumes, assessing responses, and identifying possible inconsistencies or verification signals from the information provided. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. Applicants who want more details about data handling may contact the employer directly.