The Role
Lead and coach a team of customer service agents to meet KPIs and SLAs (AHT, CSAT, FCR). Manage staffing, quality assurance, training, performance evaluations, and client escalations while ensuring compliance and data protection.
Summary Generated by Built In
BPO Supervisor – Kenya Location: Nairobi-Kenya
About the Role We are looking for a BPO Supervisor to lead and manage a team of customer service professionals, ensuring exceptional service delivery and achievement of performance targets.
Key Responsibilities Team Leadership
• Lead, motivate, and mentor a team of agents to foster a positive work environment
• Set clear KPIs and performance expectations
• Provide continuous coaching, feedback, and performance evaluations
• Address performance and attendance issues promptly
• Deliver onboarding and ongoing training programs
• Promote teamwork and collaboration
Operational Management
• Ensure team meets or exceeds KPIs and SLAs (AHT, CSAT, FCR, etc.)
• Monitor workflow and optimize staffing and productivity
• Maintain quality assurance processes and ensure service excellence
• Conduct quality audits and provide actionable feedback
• Analyze performance reports to drive improvements
Client Relationship
• Act as the primary point of contact for client communication and escalations
• Build and maintain strong client relationships
• Ensure client expectations are consistently met or exceeded
Compliance & Security
• Ensure adherence to data protection and compliance policies
• Maintain confidentiality and integrity in handling sensitive information
• Requirements
• Bachelor’s degree in Business Administration, Communications, or related field (preferred)
• 1–2 years in a supervisory or Team Lead role Nice to Have Certifications in leadership, quality assurance, or process improvement
#SolvoGlobal
#LI-PROMOTED
#LI-Remote
Skills Required
- 1-2 years in a supervisory or Team Lead role
- Bachelor's degree in Business Administration, Communications, or related field
- Certifications in leadership, quality assurance, or process improvement
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The Company
What We Do
Distro is an AI-powered platform designed to enhance the efficiency and productivity of distributor sales teams. By automating manual recruiting and sales tasks, the company helps teams move faster, reduce costs, and improve hiring outcomes. Their technology focuses on optimizing counter and inside sales operations, providing tools that assist recruitment and sales processes while maintaining human oversight in final decision-making.
