Customer service Supervisor

🚀 Lead High-Performing Teams & Drive Operational Excellence

We are looking for an experienced Operations Supervisor to lead, coach, and inspire a team of customer service professionals while ensuring exceptional performance, quality, and customer satisfaction for one of our global partners.

📍 Location: Nairobi-Kenya - On site

🕒 Schedule: Full-time availability required. The exact schedule will be discussed and confirmed during the recruiter interview.

What You'll Do

• Lead, coach, and develop a team of 12-18 customer service representatives.
• Monitor daily operations and ensure service level, quality, and performance goals are met.
• Drive employee engagement, accountability, and continuous improvement.
• Provide performance feedback, coaching, and development plans.
• Partner with Quality, Training, and Recruitment teams to achieve operational objectives.
• Analyze team performance metrics and implement action plans when needed.

Requirements

✅ 1.5 to 2 years of experience as a Call Center Supervisor (required).

✅ Experience managing teams and KPIs in a customer service environment.

✅ Advanced English communication skills (written and spoken).

✅ Strong leadership, coaching, and problem-solving abilities.

✅ Ability to thrive in a fast-paced and results-driven environment.

✅ Strong organizational and multitasking skills.

Why Join Us?

✨ Competitive salary

✨ Career growth opportunities

✨ International work environment

✨ Supportive and people-focused culture

✨ Opportunity to make a direct impact on team success