Junior Operations Supervisor – BPO

About the role

The Junior Operations Supervisor will lead a small team of BPO agents in Nairobi, ensuring high‑quality customer service and meeting performance targets. You will act as the main point of contact for clients, drive process improvements, and support the professional growth of your team.

Key responsibilities

• Lead, mentor and motivate a team of agents, providing coaching, feedback and conflict resolution.
• Monitor KPIs and SLAs, analyse performance data and implement workflow optimisations.
• Conduct onboarding, training and continuous development activities.
• Handle client escalations, maintain strong relationships and ensure expectations are exceeded.
• Maintain compliance with data‑protection regulations and uphold quality standards.

Required profile

• Bachelor’s degree (preferred) and 1‑3 years of leadership experience in a BPO or call‑center environment.
• Advanced English proficiency (8‑9 IELTS‑equivalent).
• Strong analytical, problem‑solving and communication skills.
• Ability to work under pressure, meet deadlines and adapt to fast‑paced changes.

Required skills

• Advanced Excel
• Data‑driven decision making
• Reporting and data analysis
• KPI and performance indicator management

What we offer

• Transportation allowance for night shifts.
• Opportunities for professional growth and development.