🚀 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.
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