Senior Supervisor – Customer Service (Band 3)

About the role

As a Senior Supervisor – Customer Service, you will lead a team of supervisors and frontline colleagues to deliver high‑quality, customer‑centric service across multiple channels in Nairobi. You will be accountable for operational performance, team engagement, and continuous improvement while supporting strategic transformation initiatives.

Key responsibilities

• Own delivery of KPIs, SLAs, quality and customer experience metrics (including NPS).
• Oversee capacity planning, workload distribution and resource allocation across teams.
• Analyse performance data, identify risks and drive recovery plans.
• Champion a customer‑first mindset and resolve high‑level escalations.
• Lead, coach and develop supervisors and frontline staff (15‑60 FTE), driving engagement and retention.
• Conduct performance management, succession planning and talent development.
• Lead operational improvement initiatives and transformation projects using data‑driven insights.
• Build strong relationships with internal teams, external partners and vendors.
• Ensure compliance with internal policies, audit standards and risk controls, and produce performance reporting for leadership.

Required profile

• Minimum 3 years’ experience leading operational teams in a customer service or call‑center environment.
• Proven track record of delivering KPIs, managing resource planning and driving people engagement.
• Strong analytical ability to interpret performance data and implement improvement actions.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to lead a high‑performing team in a fast‑growing organization.
• Exposure to strategic transformation projects and cross‑functional collaboration.
• Competitive compensation package.