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Call center Supervisor Job Solvo Global
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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.
How to Apply
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