Lead and coach a team of customer service agents to meet KPIs and SLAs (AHT, CSAT, FCR). Manage staffing, quality assurance, training, performance evaluations, and client escalations while ensuring compliance and data protection.
BPO Supervisor – Kenya Location: Nairobi-Kenya
About the Role We are looking for a BPO Supervisor to lead and manage a team of customer service professionals, ensuring exceptional service delivery and achievement of performance targets.
Key Responsibilities Team Leadership
• Lead, motivate, and mentor a team of agents to foster a positive work environment
• Set clear KPIs and performance expectations
• Provide continuous coaching, feedback, and performance evaluations
• Address performance and attendance issues promptly
• Deliver onboarding and ongoing training programs
• Promote teamwork and collaboration
Operational Management
• Ensure team meets or exceeds KPIs and SLAs (AHT, CSAT, FCR, etc.)
• Monitor workflow and optimize staffing and productivity
• Maintain quality assurance processes and ensure service excellence
• Conduct quality audits and provide actionable feedback
• Analyze performance reports to drive improvements
Client Relationship
• Act as the primary point of contact for client communication and escalations
• Build and maintain strong client relationships
• Ensure client expectations are consistently met or exceeded
Compliance & Security
• Ensure adherence to data protection and compliance policies
• Maintain confidentiality and integrity in handling sensitive information
• Requirements
• Bachelor’s degree in Business Administration, Communications, or related field (preferred)
• 1–2 years in a supervisory or Team Lead role Nice to Have Certifications in leadership, quality assurance, or process improvement
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Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
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