Supervisor de centro de atención telefónica

Job Description

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.