Operations Supervisor - Customer Service Team

About the role

An Operations Supervisor is sought in Nairobi, Kenya, to lead a high-performing customer service operation for one of the company's exclusive brand partners. The position is full-time and on-site, and suits a leader who enjoys fast-paced environments and wants to deliver exceptional customer experiences.

Key responsibilities

• Lead, coach and develop a team of 12-18 customer service professionals.
• Drive performance, engagement and accountability within the team.
• Ensure service level, quality and staffing goals are consistently achieved.
• Foster a culture of continuous improvement and operational excellence.
• Provide ongoing performance feedback, coaching and recognition.
• Collaborate with Quality, Training, Recruiting and other departments to implement best practices.
• Monitor and improve customer experience and team performance metrics.
• Act as a trusted partner for clients by showing strong operational knowledge and commitment.

Required profile

• Previous leadership experience managing customer service or operations teams.
• Contact center experience is highly preferred.
• Ability to motivate, coach and inspire high-performing teams.
• Experience in fast-paced, high-pressure environments.
• Positive, solution-oriented mindset with adaptability to change.

Required skills

• Strong written and verbal communication skills.
• Excellent organizational and problem-solving skills.
• Strong accountability and decision-making skills.