BPO Supervisor – Kenya Location: Nairobi-Kenya
About the Role We are looking for a BPO Supervisor to lead and manage a team of customer service professionals, ensuring exceptional service delivery and achievement of performance targets.
Key Responsibilities Team Leadership
• Lead, motivate, and mentor a team of agents to foster a positive work environment
• Set clear KPIs and performance expectations
• Provide continuous coaching, feedback, and performance evaluations
• Address performance and attendance issues promptly
• Deliver onboarding and ongoing training programs
• Promote teamwork and collaboration
Operational Management
• Ensure team meets or exceeds KPIs and SLAs (AHT, CSAT, FCR, etc.)
• Monitor workflow and optimize staffing and productivity
• Maintain quality assurance processes and ensure service excellence
• Conduct quality audits and provide actionable feedback
• Analyze performance reports to drive improvements
Client Relationship
• Act as the primary point of contact for client communication and escalations
• Build and maintain strong client relationships
• Ensure client expectations are consistently met or exceeded
Compliance & Security
• Ensure adherence to data protection and compliance policies
• Maintain confidentiality and integrity in handling sensitive information
• Requirements
• Bachelor’s degree in Business Administration, Communications, or related field (preferred)
• 1–2 years in a supervisory or Team Lead role Nice to Have Certifications in leadership, quality assurance, or process improvement
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