Job Description
Senior Supervisor – Customer Service (Band 3) | Nairobi
Role Overview
As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.
You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.
This role reports to the Head of Customer Service / Operational Leader.
Key Responsibilities
1. Operational Delivery & Performance
Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)
Oversee capacity, workload, and resource allocation across teams
Analyze performance data to identify risks and improvement opportunities
Drive recovery plans...
Role Overview
As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.
You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.
This role reports to the Head of Customer Service / Operational Leader.
Key Responsibilities
1. Operational Delivery & Performance
Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)
Oversee capacity, workload, and resource allocation across teams
Analyze performance data to identify risks and improvement opportunities
Drive recovery plans...
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