Jr Operation Supervisor (BPO)

🌍 Position Details
• Position Title: Junior Operations Supervisor
• Location: Nairobi, Kenya 🇰🇪
• Experience Level: Hyper Junior (1–3 years)
• Contract Type: Indefinite Term 📄✅

🕒 Work Schedule
• Days: Monday to Friday
• Hours: 45 hours per week
• Time Zone: Aligned with US time zones 🇺🇸

💬 Language Requirement
• English Level: 8.0 – 9.0 (Advanced proficiency required)

💰 Additional Benefits
• 🚕 Transportation allowance provided for night shifts
• 📈 Opportunity for professional growth and development

🧠 Job Summary

The Solvo Supervisor is responsible for overseeing and managing a team of customer service representatives or other BPO professionals to ensure exceptional service delivery and achieve performance targets.

This role involves providing leadership, guidance, and continuous support to drive productivity, quality, and client satisfaction. 🚀

📌 Key Responsibilities

👥 1. Team Leadership
• Lead, mentor, and motivate a team of agents, fostering a positive and high-performance environment
• Set clear performance expectations and monitor progress 📊
• Provide regular coaching and feedback
• Address performance issues and absenteeism promptly
• Conduct onboarding and ongoing training 🎓
• Resolve conflicts within the team or with clients
• Promote teamwork and collaboration 🤝

⚙️ 2. Operational Management
• Ensure achievement of KPIs and SLAs ✅
• Monitor workflow and optimize resource allocation
• Identify and implement process improvements 🔄
• Maintain quality assurance standards
• Conduct quality evaluations and provide feedback
• Analyze performance reports to identify trends and opportunities 📈

🤝 3. Client Relationship Management
• Act as the main point of contact for clients
• Handle escalations effectively ⚡
• Build and maintain strong client relationships
• Ensure client expectations are met or exceeded

🔐 4. Compliance & Security
• Ensure adherence to compliance and data protection regulations
• Maintain confidentiality and integrity with sensitive information 🔒

🎓 Qualifications
• Bachelor’s degree in a relevant field (preferred)
• Proven leadership experience
• Strong communication and interpersonal skills
• Analytical and problem-solving abilities
• Ability to adapt in a fast-paced environment ⚡

🌟 Core Attributes
• Strong leadership and motivational skills 💪
• Excellent communication and conflict resolution abilities
• Detail-oriented with a focus on quality and improvement 🔍
• Ability to work under pressure and meet deadlines
• Adaptable and open to change 🔄
• Customer-centric mindset ❤️

🛠️ Skills & Competencies

📊 Hard Skills
• Data-driven decision making
• Advanced Excel
• Reporting and data analysis
• KPI and performance indicator management

💡 Soft Skills
• Leadership and empathy
• Assertive and effective communication
• Strong interpersonal skills (“people person”)
• Goal-oriented mindset 🎯
• Problem-solving and critical thinking
• Focus on optimization and growth 📈

🚀 Overall Role Expectation

A successful Solvo Supervisor not only manages daily operations but also inspires and empowers their team to deliver exceptional service while continuously driving improvement and company growth.