Call center Supervisor

Position Overview 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. go to method of application »