Operations Supervisor

Supervisor of Operations – BPO (Onsite, Night Shift – Nairobi, Kenya)
We are looking for a motivated
Supervisor of Operations
to lead our Front End teams in
Contact
and
Sales
. This role blends leadership, coaching, data analysis, and client management to ensure exceptional service delivery and sustainable performance.
Key Responsibilities
Lead and develop teams of agents and Team Leads.
Provide continuous coaching, feedback, and training.
Monitor and act on KPIs/SLAs (service or sales).
Manage performance, adherence, and team stability.
Ensure QA processes, calibrations, and feedback execution.
Optimize workflows, coverage, and resource allocation.
Act as the main point of contact for client updates and escalations.
Ensure compliance, data protection, and information security.
Drive continuous improvement and innovation, including responsible use of AI.
🧩 Contact Profile
Focus on service quality, KPIs/SLAs, an...