Overview
Operations Supervisor Call Center Jobs in Nairobi County, Kenya at Solvo Global
Title: Operations Supervisor Call Center
Company: Solvo Global
Location: Nairobi County, Kenya
🚀 We're Hiring: Supervisor | BPO Operations
Are you a passionate leader who thrives in a fast-paced environment and loves developing high-performing teams? At Solvo, we're looking for a Supervisor who can drive operational excellence, inspire people, and deliver outstanding client experiences.
🌟 About the Role
As a Supervisor, you will lead and support a team of Customer Service Representatives and BPO professionals, ensuring exceptional service delivery while achieving key performance and operational goals. You will play a critical role in coaching, motivating, and empowering your team while fostering a culture of accountability, collaboration, and continuous improvement.
🎯 Key Responsibilities
👥 Team Leadership & Development
- Lead, motivate, and mentor a team of agents to achieve individual and team objectives.
- Set clear performance expectations and provide ongoing coaching, feedback, and recognition.
- Manage performance and attendance concerns proactively and effectively.
- Deliver onboarding and continuous training to ensure team members are equipped for success.
- Resolve team conflicts and workplace challenges with professionalism and empathy.
- Foster a positive, collaborative, and high-performance culture.
📊 Operational Excellence
- Ensure the team consistently meets or exceeds KPIs, SLAs, and business objectives.
- Monitor daily operations, workflow, and resource allocation to maximize productivity.
- Identify opportunities for process optimization and operational improvements.
- Implement and maintain quality assurance standards and best practices.
- Conduct regular quality reviews and performance assessments.
- Generate, analyze, and present performance reports to identify trends, risks, and growth opportunities.
🤝 Client Relationship Management
- Serve as the primary point of contact for client communications and escalations.
- Build strong client relationships through proactive communication and exceptional service delivery.
- Ensure client expectations are consistently met and exceeded.
🔒 Compliance & Security
- Ensure adherence to company policies, compliance standards, and data protection regulations.
- Maintain the highest levels of confidentiality, integrity, and professionalism when handling sensitive information.
✅ Qualifications
- Bachelor's Degree in a related field (preferred).
- Proven experience leading and managing teams in a BPO, customer service, or operations environment.
- Strong leadership, coaching, and people management skills.
- Excellent verbal and written communication abilities.
- Strong analytical, reporting, and problem-solving capabilities.
- Ability to thrive in a dynamic, fast-paced environment.
🔥 What We're Looking For
Technical Skills
- Advanced Excel proficiency.
- Reporting and data analysis expertise.
- KPI and performance indicator management.
- Data-driven decision-making.
Core Competencies
- Leadership and team development.
- Empathy and assertive communication.
- Critical thinking and problem-solving.
- Results and goal orientation.
- Operational optimization mindset.
- Strong interpersonal and relationship-building skills.
- Customer-centric approach.
