Jr Operation Supervisor (BPO)

JUNIOR OPERATIONS SUPERVISOR (BPO) ABOUT THIS OPPORTUNITY Solvo Global Careers is seeking a Junior Operations Supervisor to join their growing team in Nairobi, Kenya. This is an exciting opportunity to step into a supervisory role within the business process outsourcing industry, where you'll manage a team of customer service professionals and drive operational excellence. POSITION OVERVIEW As a Junior Operations Supervisor, you'll oversee daily team operations and ensure your group consistently delivers high-quality service that exceeds client expectations. You'll provide direct leadership to BPO agents, mentor staff development, and work collaboratively to achieve key performance targets. This role requires someone who can balance people management with process optimization while maintaining a customer-focused mindset. KEY RESPONSIBILITIES Team Leadership and Development Lead and motivate your team of customer service agents in a high-performance environment. You'll set clear performance expectations, provide ongoing coaching and constructive feedback, and address performance concerns promptly. Your duties include conducting team onboarding, delivering training sessions, resolving internal conflicts, and fostering strong collaboration among team members. Operational Excellence Drive achievement of KPIs and SLAs while monitoring daily workflow and optimizing resource allocation. You'll conduct quality assurance evaluations, analyze performance data to identify trends, and implement process improvements that enhance efficiency and service quality. Client Partnership Serve as the primary contact point for assigned clients. You'll manage escalations professionally, maintain strong client relationships, and ensure service delivery consistently meets or surpasses expectations. Compliance and Data Protection Uphold all compliance requirements and data security standards. You'll maintain strict confidentiality with sensitive information and ensure your team adheres to organizational policies. POSITION DETAILS Location: Nairobi, Kenya Experience Level: 1-3 years in relevant supervisory or team leadership roles Contract Type: Indefinite term Work Schedule: Monday to Friday, 45 hours per week, US time zone aligned Language Requirement: English proficiency level 8.0-9.0 (advanced) Benefits: Transportation allowance for night shifts, professional development opportunities QUALIFICATIONS AND REQUIREMENTS Bachelor's degree in a relevant field (preferred) Proven team leadership experience Strong written and verbal communication skills Demonstrated ability to solve problems analytically Comfort working in fast-paced environments under pressure Proficiency with Excel and data analysis tools Experience with KPI management and performance reporting Excellent interpersonal skills and conflict resolution abilities Detail-oriented approach with commitment to quality improvement IDEAL CANDIDATE PROFILE You're a natural leader with genuine interest in developing people. You communicate clearly and assertively, think critically about challenges, and remain adaptable when priorities shift. You're data-driven in your decision-making, customer-centric in your mindset, and motivated by continuous improvement. You thrive under pressure, stay organized, and inspire your team through empathy and strong work ethic.