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Role Overview

We are looking for a Junior BPO Operations Supervisor to lead and support a team of customer service agents, ensuring excellence in operations, client satisfaction, and consistent achievement of key performance metrics. This position demands a leader with strong analytical skills and people management abilities, focused on continuous process and performance improvements.

Location

Nairobi (On-site)

Key Responsibilities

Lead, inspire, and develop a team to meet and exceed performance targets.
Conduct regular coaching sessions, performance assessments, and training initiatives.
Track and manage productivity, attendance, and adherence to schedules.
Address employee performance and absenteeism issues using coaching and disciplinary actions.
Create a collaborative, motivating, and high-performing workplace culture.
Oversee achievement of KPIs, SLAs, quality standards, and other client requirements.
Manage workflow and resource allocation to boost operational efficiency.
Find and implement opportunities to improve processes and quality.
Carry out quality assessments and develop action plans for improvement.
Analyze operational data to identify improvement areas and advise stakeholders.
Prepare and review performance reports and dashboards.
Monitor operational metrics, detect trends, and utilize insights in decision-making.
Maintain strong client communication and act as escalation point when needed.
Build and sustain solid client relationships ensuring service excellence.
Comply with company policies, security measures, and data protection regulations.
Handle sensitive information with confidentiality and integrity.

Qualifications

Degree in Business Administration, Operations Management, Human Resources, or related fields preferred.
1 to 3 years of supervisory or leadership experience in BPO, contact center, customer service, or operations roles.
Proven track record in managing team performance and meeting operational goals.

Essential Skills

Proficiency in advanced Excel functions such as Pivot Tables, VLOOKUP/XLOOKUP, dashboards, reporting, and data analysis.
Strong expertise in KPI monitoring, reporting, and operational analytics.
Effective leadership, coaching, and team development capabilities.
Excellent communication skills with empathy and assertiveness.
Critical thinking paired with problem-solving acumen.
Goal-driven approach aimed at efficiency, optimization, and growth.
Customer-oriented mindset able to thrive in fast-paced environments.

Junior BPO Operations Supervisor