Supervisor de centro de atención telefónica
2026-04-13T13:01:30+00:00
Solvo Global
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8732/logo/so.jpeg
https://solvoglobal.com/
FULL_TIME
Royal Offices, 3rd Floor, Office 33, Mogotio Road, Kenya
Nairobi
Nairobi
00100
Kenya
Professional Services
Management, Business Operations, Customer Service
2026-04-26T17:00:00+00:00
8
? 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.
* 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.
* Advanced English level (spoken and written) * 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)
* 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. * Full schedule flexibility, including night shifts, due to U.S.-based clients. * Availability to work on-site in Nairobi.
JOB-69dce92a705eb
Vacancy title:
Supervisor de centro de atención telefónica
[Type: FULL_TIME, Industry: Professional Services, Category: Management, Business Operations, Customer Service]
Jobs at:
Solvo Global
Deadline of this Job:
Sunday, April 26 2026
Duty Station:
Royal Offices, 3rd Floor, Office 33, Mogotio Road, Kenya | Nairobi | Nairobi
Summary
Date Posted: Monday, April 13 2026, Base Salary: Not Disclosed
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JOB DETAILS:
? 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.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Apply https://solvoglobal.com/work-with-us/
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