Overview
Call center Supervisor Jobs in Nairobi County, Kenya at Solvo Global Careers
Title: Call center Supervisor
Company: Solvo Global Careers
Location: Nairobi County, Kenya
🚀 We’re Hiring: Operations Supervisor – Call Center BPO 🚀
📍 Location: Nairobi, Kenya (On-site) – Royal Offices, 3rd Floor, Office 33,
Mogotio Road, Kenya.
🕒 Type: Full-time | On-site
🌙 Schedule: Rotational shifts, including night shifts
🗣 Language: Advanced English (mandatory)
🎯 Position Overview
We are looking for an experienced Operations Supervisor to lead large teams in a fast-paced BPO Call Center environment. This role is essential to ensure operational excellence across Customer Service and Sales campaigns, drive KPIs, and develop high-performing teams.
Due to our business operations supporting clients based in the United States, this role requires flexibility to work night shifts aligned with U.S. time zones.
💼 Key Responsibilities
✅ Supervise and manage large operational teams (agents, team leaders, QA).
✅ Ensure achievement of operational KPIs (productivity, quality, sales, attendance, SLA adherence).
✅ Oversee day-to-day call center operations to ensure service continuity and efficiency.
✅ Drive continuous improvement initiatives across customer service and sales processes.
✅ Monitor individual and team performance, creating corrective action plans when needed.
✅ Deliver ongoing coaching, feedback, and performance development.
✅ Ensure compliance with internal policies, quality standards, and client requirements.
✅ Prepare and present operational reports to senior management.
✅ Handle escalations and operational challenges effectively.
🧠 Requirements
🔹 3–5+ years of experience as an Operations Supervisor or similar role in a BPO Call Center.
🔹 Proven experience leading large teams in Customer Service and/or Sales environments.
🔹 Advanced English level (spoken and written) – required.
🔹 Full schedule flexibility, including night shifts, due to U.S.-based clients.
🔹 Availability to work on-site in Nairobi.
🔹 Strong leadership, decision-making, and problem-solving skills.
🔹 Results-oriented mindset with strong analytical abilities.
🔹 Solid understanding of call center metrics (KPIs, SLAs, AHT, CSAT, sales).
🔹 Experience using CRM systems and reporting tools (preferred).
📄 Contract & Employment Terms
📝 Initial engagement through an Offer Letter.
📆 Followed by a renewable 1-year contract, based on performance.
⚖️ Formal employment in compliance with Kenyan labor law.
🎁 Compensation & Benefits
💰 Competitive salary aligned with the local market.
📑 Statutory benefits as per Kenyan law.
📈 Career growth opportunities within a growing BPO organization.
- 🌍 Professional, dynamic, and multicultural work environment.
