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Role Overview

Join Allied Global Technology Services as a BPO Operations Supervisor, leading a high-performing team in delivering exceptional customer service for an international client based in Nairobi, Kenya. This full-time, on-site position demands a passionate leader focused on coaching, enhancing team performance, and ensuring operational excellence in a demanding environment.

Key Responsibilities

Lead, coach, and inspire a team of Customer Service Representatives or BPO staff to achieve superior service delivery.
Track and manage individual and group performance to consistently meet key performance indicators (KPIs) and service level agreements (SLAs).
Conduct regular coaching, provide constructive feedback, and implement performance improvement plans.
Handle onboarding, training, and ongoing professional development initiatives.
Oversee attendance, productivity tracking, and promote employee engagement.
Efficiently resolve escalations from the team or clients through professional and timely action.
Examine operational data to identify trends and propose process enhancements.
Maintain quality standards by ensuring compliance with client expectations.
Optimize daily operations and workforce planning to maximize resource utilization.
Serve as the chief liaison for clients regarding operational matters, fostering strong collaborative relationships.
Create a positive, collaborative, and high-achieving team atmosphere.

Qualifications and Skills

Prior leadership experience within a BPO or customer service setting.
Strong expertise in people management and coaching techniques.
Experience managing KPIs, SLAs, workforce productivity, attendance, and quality benchmarks.
Excellent communication skills paired with effective conflict resolution capabilities.
Advanced skills in Microsoft Excel and data reporting tools.
Demonstrated analytical and problem-solving aptitude.
Capacity to perform well in a fast-paced, results-oriented environment.
Preferably holds a Bachelor’s degree.

Skills Summary

Team Leadership
Performance Management
Coaching and Mentorship
Customer Service Operations
KPI and SLA Management
Workforce Optimization
Data Analysis and Reporting
Continuous Process Improvement
Client Relationship Management
Conflict Resolution

Compensation and Location

This role offers a monthly salary of 85000 Kenyan Shillings and is based on-site at Allied Global's Royal Offices, 5th Floor, Office 52, Mogotio Road, Westlands, Nairobi, Kenya. Proficiency in English is required.

Why Choose Allied Global?

At Allied Global, you will have the unique opportunity to lead expert teams, engage with international clients, and contribute significantly to operational achievements. We foster a culture that encourages leadership, innovation, and continuous advancement in a supportive environment where your impact is recognized.

If you are eager to progress in your leadership career and thrive in a challenging setting, we invite you to apply.

BPO Operations Supervisor