BPO Operations Supervisor – Lead High-Performing Teams

About the role

AlliedGlobal is seeking a BPO Operations Supervisor to lead a dynamic customer service team in Nairobi. The role focuses on coaching staff, ensuring KPI and SLA compliance, and delivering exceptional client experiences for an international customer.

Key responsibilities

• Lead, coach and motivate a team of Customer Service Representatives.
• Monitor individual and team performance against KPIs and SLAs.
• Conduct onboarding, training and continuous development sessions.
• Manage attendance, productivity, and employee engagement.
• Resolve team and client escalations promptly and professionally.
• Analyze operational reports, identify trends and recommend process improvements.
• Ensure quality standards, compliance and client expectations are consistently met.
• Optimize workforce utilization and daily operations.
• Serve as primary point of contact for operational matters and build strong client relationships.

Required profile

• Previous experience leading teams in a BPO or customer service environment.
• Strong people‑management, coaching and conflict‑resolution abilities.
• Proven track record managing KPIs, SLAs, productivity, attendance and quality metrics.
• Excellent communication and analytical skills.
• Bachelor’s degree preferred.

Required skills

• Advanced Microsoft Excel

What we offer

• Competitive salary of KES 85,000 per month.
• Opportunity to lead high‑performing teams and work with international clients.
• Supportive environment that values leadership, innovation and continuous growth.