BPO Supervisor

Role Overview

Solvo Global is hiring a BPO Supervisor in Nairobi, Kenya to oversee a customer service team, guide day-to-day operations, and help the group consistently deliver strong service outcomes and target performance.

Work Schedule

This is a weekday role with working hours from Monday to Friday, 3:00 p.m. to 12:00 a.m. EAT.

Key Responsibilities

• Lead, coach, and support a team of customer service agents to build a productive and positive work culture.
• Define performance goals and KPIs, and make sure the team understands the expected standards.
• Provide regular coaching, constructive feedback, and performance reviews.
• Deal quickly with attendance and performance concerns when they arise.
• Run onboarding sessions and continue training programs for the team.
• Encourage collaboration and strong teamwork across agents.

Operations and Quality

• Drive the team to meet or surpass KPI and SLA goals such as AHT, CSAT, and FCR.
• Track workflow, staffing, and productivity to improve efficiency.
• Support quality assurance efforts and uphold high service standards.
• Carry out quality checks and share practical feedback for improvement.
• Review performance reports and use the findings to improve results.

Client Management

• Serve as the main contact for client communication and escalations.
• Develop strong working relationships with clients and maintain trust.
• Ensure client expectations are met consistently and, where possible, exceeded.

Compliance and Confidentiality

• Follow data protection rules and internal compliance requirements.
• Handle sensitive information carefully and maintain confidentiality at all times.

Requirements

• A bachelor’s degree in Business Administration, Communications, or a related discipline is preferred.
• At least 1 to 2 years of experience in a supervisory role or as a Team Lead.

Nice to Have

• Training or certifications in leadership, quality assurance, or process improvement would be an advantage.