Operations Supervisor – BPO (Night Shift)

About the role

We are seeking a motivated Operations Supervisor to lead our front‑end teams in a BPO environment on the night shift in Nairobi. The role combines leadership, coaching, data analysis, and client management to ensure high‑quality service delivery and sustainable performance.

Key responsibilities

• Lead, develop and coach agents and team leads.
• Monitor KPIs/SLAs for service and sales, taking corrective actions as needed.
• Manage performance, adherence, and team stability.
• Oversee QA processes, calibrations and feedback implementation.
• Optimize workflows, coverage and resource allocation.
• Serve as the primary contact for client updates and escalations.
• Ensure compliance with data protection and information security standards.
• Drive continuous improvement and responsible AI usage.

Required profile

• Strong focus on service quality, KPIs/SLAs and client experience.
• Proven ability to manage QA, efficiency metrics and client relationships.
• Experience in sales conversion, productivity targets and commercial goal achievement.
• Skilled in consultative sales, objection handling and closing.
• Ability to lead optimisation, CRM management and pipeline tracking.

Required skills

• Proficiency with CRM and operational tools.
• Applied use of AI for productivity and analysis.