BPO Supervisor

About the role

We are seeking a BPO Supervisor to lead a team of customer service professionals in Nairobi. The role focuses on delivering exceptional service, meeting performance targets, and maintaining strong client relationships.

Key responsibilities

• Lead, motivate, and mentor a team of agents to foster a positive work environment.
• Set clear KPIs and performance expectations, providing continuous coaching and feedback.
• Address performance and attendance issues promptly.
• Deliver onboarding and ongoing training programs.
• Ensure the team meets or exceeds KPIs and SLAs such as AHT, CSAT, and FCR.
• Monitor workflow, optimize staffing, and maintain productivity.
• Maintain quality assurance processes, conduct audits, and provide actionable feedback.
• Analyze performance reports to drive improvements.
• Act as the primary point of contact for client communication and escalations.
• Ensure compliance with data protection and confidentiality policies.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• 1‑2 years of experience in a supervisory or team‑lead role.
• Strong communication and interpersonal abilities.

Required skills