Customer Service Supervisor – 3‑Month Contract

About the role

The Customer Service Supervisor will lead a small team of Customer Service Executives at Teleperformance’s Nairobi centre for a three‑month fixed‑term assignment. The role focuses on driving performance, ensuring customer satisfaction, and acting as the liaison between the client and the team.

Key responsibilities

• Achieve operational excellence by ensuring compliance with departmental policies, procedures and relevant regulations, and contributing to continuous process improvement.
• Maintain two‑way communication between the client and the team, setting clear expectations and representing the team’s interests.
• Monitor and resolve patient/customer issues efficiently, escalating to the Operations Manager when necessary.
• Collaborate with other departments to stay informed about market campaigns, identify issues or opportunities, and support the inbound team.
• Ensure Service Level Agreements are met, manage client communication, resolve conflicts, and guarantee compliance with deliverables.
• Conduct real‑time performance evaluations, provide timely feedback to CSEs, and address performance gaps with appropriate interventions.
• Oversee staff utilization, monitor account‑specific systems, and ensure quality standards are upheld.

Required profile

• Degree in any related field.
• C1 proficiency in English.
• At least one month of experience in a customer‑service environment.

Required skills

• Proficiency in Microsoft Office Suite.