BPO Supervisor

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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