Junior BPO Operations Supervisor

We are seeking a Junior BPO Operations Supervisor to lead, coach, and support a team of customer service professionals while ensuring operational excellence, client satisfaction, and achievement of key performance metrics. This role requires a data-driven leader with strong people management skills and a passion for continuous improvement.
Location: Nairobi (On-site)
Key Responsibilities
Team Leadership
Lead, motivate, and develop a team of agents to achieve performance goals.
Conduct coaching sessions, performance reviews, and ongoing training.
Monitor productivity, attendance, and adherence.
Address performance and absenteeism concerns through coaching and corrective actions.
Foster a positive, collaborative, and high-performance work environment.
Operations Management
Ensure achievement of KPIs, SLAs, quality standards, and client expectations.
Monitor workflow and resource allocation to maximize efficiency.
Identify and implement proc...