Operations Supervisor – Call Center (Kenya)

About the role

We are seeking an Operations Supervisor to lead a dynamic call‑center team in Kenya. You will be responsible for driving performance, ensuring exceptional customer experiences, and supporting a high‑profile brand partner.

Key responsibilities

• Lead, coach and develop a team of 12‑18 Customer Service Professionals.
• Monitor and improve key performance indicators, quality standards and operational excellence.
• Partner with QA, Training and Recruitment teams to maintain high service levels.
• Foster a culture of engagement, accountability and continuous improvement.
• Ensure daily targets are met and exceed customer satisfaction goals.

Required profile

• Minimum 3 years of leadership experience in a contact‑center or customer‑service environment.
• Proven ability to motivate teams and deliver results in fast‑paced settings.
• Strong organizational and time‑management capabilities.
• Excellent problem‑solving and decision‑making skills.

Required skills

• Effective communication and coaching abilities.
• Results‑driven mindset with a focus on quality and efficiency.

What we offer

• Opportunity to grow your leadership career with a prestigious brand partner.
• Full‑time, onsite role with a supportive team environment.
• Chance to make a real impact on customer experience and team success.