Call center Supervisor

🚀 We’re Hiring: Operations Supervisor – Call Center BPO 🚀

📍 Location: Nairobi, Kenya (On-site) - Royal Offices, 3rd Floor, Office 33,

Mogotio Road, Kenya.

🕒 Type: Full-time | On-site

🌙 Schedule: Rotational shifts, including night shifts

🗣 Language: Advanced English (mandatory)

🎯 Position Overview

We are looking for an experienced Operations Supervisor to lead large teams in a fast-paced BPO Call Center environment. This role is essential to ensure operational excellence across Customer Service and Sales campaigns, drive KPIs, and develop high-performing teams.

Due to our business operations supporting clients based in the United States, this role requires flexibility to work night shifts aligned with U.S. time zones.

💼 Key Responsibilities

✅ Supervise and manage large operational teams (agents, team leaders, QA).

✅ Ensure achievement of operational KPIs (productivity, quality, sales, attendance, SLA adherence).

✅ Oversee day-to-day call center operations to ensure service continuity and efficiency.

✅ Drive continuous improvement initiatives across customer service and sales processes.

✅ Monitor individual and team performance, creating corrective action plans when needed.

✅ Deliver ongoing coaching, feedback, and performance development.

✅ Ensure compliance with internal policies, quality standards, and client requirements.

✅ Prepare and present operational reports to senior management.

✅ Handle escalations and operational challenges effectively.

🧠 Requirements

🔹 3–5+ years of experience as an Operations Supervisor or similar role in a BPO Call Center.

🔹 Proven experience leading large teams in Customer Service and/or Sales environments.

🔹 Advanced English level (spoken and written) – required.

🔹 Full schedule flexibility, including night shifts, due to U.S.-based clients.

🔹 Availability to work on-site in Nairobi.

🔹 Strong leadership, decision-making, and problem-solving skills.

🔹 Results-oriented mindset with strong analytical abilities.

🔹 Solid understanding of call center metrics (KPIs, SLAs, AHT, CSAT, sales).

🔹 Experience using CRM systems and reporting tools (preferred).

📄 Contract & Employment Terms

📝 Initial engagement through an Offer Letter.

📆 Followed by a renewable 1-year contract, based on performance.

⚖️ Formal employment in compliance with Kenyan labor law.

🎁 Compensation & Benefits

💰 Competitive salary aligned with the local market.

📑 Statutory benefits as per Kenyan law.

📈 Career growth opportunities within a growing BPO organization.
• 🌍 Professional, dynamic, and multicultural work environment.