BPO Supervisor – Kenya Location: Nairobi-Kenya About the Role We are looking for a BPO Supervisor to lead and manage a team of customer service professionals, ensuring exceptional service delivery and achievement of performance targets. Key Responsibilities Team Leadership • Lead, motivate, and mentor a team of agents to foster a positive work environment • Set clear KPIs and performance expectations • Provide continuous coaching, feedback, and performance evaluations • Address performance and attendance issues promptly • Deliver onboarding and ongoing training programs • Promote teamwork and collaboration Operational Management • Ensure team meets or exceeds KPIs and SLAs (AHT, CSAT, FCR, etc.) • Monitor workflow and optimize staffing and productivity • Maintain quality assurance processes and ensure service excellence • Conduct quality audits and provide actionable feedback • Analyze performance reports to drive improvements Client Relationship • Act as the primary point of contact for client communication and escalations • Build and maintain strong client relationships • Ensure client expectations are consistently met or exceeded Compliance & Security • Ensure adherence to data ... Click Apply to read the full job description.