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BPO Supervisor

1 hour, 8 minutes ago
Kenya
Full-time
Junior
Operations Manager
Customer and Technical Support
Apply Now
Distro

Distro

DISTRO is a global platform for companies to interview and hire candidates for full-time roles efficiently.

Internet Software & Services
11-50
View All Jobs 42

Description

  • Lead, motivate, and mentor a team of customer service agents to create a positive work environment.
  • Set clear KPIs and performance expectations for the team.
  • Provide ongoing coaching, feedback, and performance evaluations.
  • Address performance and attendance issues promptly.
  • Deliver onboarding and ongoing training programs for agents.
  • Ensure the team meets or exceeds KPIs and SLAs such as AHT, CSAT, and FCR.
  • Monitor workflow and optimize staffing and productivity.
  • Maintain quality assurance processes, conduct quality audits, and provide actionable feedback.
  • Analyze performance reports to identify trends and drive improvements.
  • Serve as the primary point of contact for client communication and escalations.
  • Build and maintain strong client relationships and ensure expectations are met.
  • Ensure adherence to data protection, compliance policies, and confidentiality requirements.

Requirements

  • Bachelor’s degree in Business Administration, Communications, or a related field preferred.
  • 1–2 years of experience in a supervisory or Team Lead role.
  • Certifications in leadership, quality assurance, or process improvement are a nice-to-have.
  • Experience managing customer service teams in a BPO or similar environment is preferred.
  • Familiarity with KPI and SLA metrics such as AHT, CSAT, and FCR is preferred.
  • Ability to handle sensitive information with confidentiality and integrity.

Interested in this position?

Apply directly on the company website

Apply Now

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