S
BPO Supervisor
Solvo Global
,
Full-time
Remote
Posted 2 weeks ago
Job Description
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
#SolvoGlobal
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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
#SolvoGlobal
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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