Supervisor – Nairobi, Kenya (On-Site)

About the Role

• We're looking for an experienced Supervisor to lead and support a team in a BPO/Customer Service environment, ensuring strong performance, service quality, and client satisfaction.

Key Responsibilities

• Lead, coach, and manage a team to achieve KPIs and performance targets.
• Monitor productivity, attendance, and service quality.
• Provide feedback, training, and performance coaching.
• Analyze reports and performance metrics to drive improvements.
• Handle escalations and maintain strong client relationships.
• Ensure compliance with company policies and quality standards.

Requirements

• Previous experience as a Supervisor, Team Leader, or similar leadership role required.
• Experience managing teams in a BPO, Call Center, Customer Service, or Operations environment.
• Advanced Excel skills and experience with reporting, KPIs, and data analysis.
• Strong leadership, communication, and coaching abilities.
• Excellent problem-solving and critical-thinking skills.
• Ability to work in a fast-paced, results-driven environment.
• Bachelor's degree preferred.