Junior BPO Operations Supervisor

About the role

We are looking for a Junior BPO Operations Supervisor to lead and coach a team of customer service agents in Nairobi. The role focuses on ensuring operational excellence, meeting client expectations, and driving performance through data‑driven decision making.

Key responsibilities

• Lead, motivate and develop a team of agents, conduct coaching, performance reviews and training.
• Monitor productivity, attendance, adherence and address performance issues.
• Ensure KPIs, SLAs, quality standards and client expectations are met.
• Allocate resources, analyse workflow and implement process improvements.
• Generate and analyse performance reports, dashboards and provide data‑based recommendations.
• Act as primary point of contact for client communications and escalations.
• Maintain compliance with company policies, security protocols and data protection regulations.

Required profile

• Bachelor’s degree in Business Administration, Operations Management, Human Resources or related field (preferred).
• 1–3 years of supervisory experience in a BPO, contact centre or customer service environment.
• Proven ability to manage team performance and meet operational targets.
• Strong analytical mindset and customer‑focused attitude.

Required skills

• Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, dashboards, reporting, data analysis).