Junior BPO Operations Supervisor

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.