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Senior Operations Supervisor
Solvo Global
Nairobi, KE
Full-time
Posted 1 day ago
Job Description
▸ ABOUT THE ROLE
The Senior Operations Supervisor is responsible for leading, coordinating, and optimizing Customer Service team operations for the Cleo account. This role ensures KPI achievement, customer satisfaction, and operational efficiency, acting as the primary link between the team, management, and the client.
▸ RESPONSIBILITIES
• Provide strong leadership and mentorship to a team of agents, fostering a positive and motivating work environment.
• Set performance expectations, monitor results, and deliver continuous feedback.
• Address performance issues and absenteeism in a timely and constructive manner.
• Deliver initial and ongoing coaching to ensure skill development and achievement of performance goals.
• Manage and resolve conflicts within the team or with clients effectively.
• Ensure compliance with, or exceedance of, established KPIs and SLAs.
• Monitor workflow and resource allocation to optimize productivity.
• Propose and implement quality processes and operational best practices.
• Act as the main point of contact for client communication and escalations.
• Generate and analyze performance reports to identify trends and improvement opportunities.
The Senior Operations Supervisor is responsible for leading, coordinating, and optimizing Customer Service team operations for the Cleo account. This role ensures KPI achievement, customer satisfaction, and operational efficiency, acting as the primary link between the team, management, and the client.
▸ RESPONSIBILITIES
• Provide strong leadership and mentorship to a team of agents, fostering a positive and motivating work environment.
• Set performance expectations, monitor results, and deliver continuous feedback.
• Address performance issues and absenteeism in a timely and constructive manner.
• Deliver initial and ongoing coaching to ensure skill development and achievement of performance goals.
• Manage and resolve conflicts within the team or with clients effectively.
• Ensure compliance with, or exceedance of, established KPIs and SLAs.
• Monitor workflow and resource allocation to optimize productivity.
• Propose and implement quality processes and operational best practices.
• Act as the main point of contact for client communication and escalations.
• Generate and analyze performance reports to identify trends and improvement opportunities.
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