Overview
Operations Supervisor Jobs in Nairobi County, Kenya at Solvo Global
Title: Operations Supervisor
Company: Solvo Global
Location: Nairobi County, Kenya
🌍 Supervisor of Operations – BPO (Onsite, Night Shift – Nairobi, Kenya)
We are looking for a motivated Supervisor of Operations to lead our Front End teams in Contact and Sales. This role blends leadership, coaching, data analysis, and client management to ensure exceptional service delivery and sustainable performance.
📌 Key Responsibilities
- Lead and develop teams of agents and Team Leads.
- Provide continuous coaching, feedback, and training.
- Monitor and act on KPIs/SLAs (service or sales).
- Manage performance, adherence, and team stability.
- Ensure QA processes, calibrations, and feedback execution.
- Optimize workflows, coverage, and resource allocation.
- Act as the main point of contact for client updates and escalations.
- Ensure compliance, data protection, and information security.
- Drive continuous improvement and innovation, including responsible use of AI.
🧩 Contact Profile
- Focus on service quality, KPIs/SLAs, and client experience.
- Strong QA management, efficiency metrics, and client relationship building.
💼 Sales Profile
- Focus on conversion, productivity, and commercial goals.
- Training in consultative sales, objection handling, and closing.
- Lead optimization, CRM management, and pipeline tracking.
🎯 Skills & Qualifications
- Proven leadership and coaching abilities.
- Analytical management of KPIs/SLAs.
- Conflict resolution and decision-making skills.
- Adaptability, emotional intelligence, and resilience under pressure.
- CRM and operational tools proficiency.
- Applied use of AI for productivity and analysis.
📍 Location: Onsite in Nairobi, Kenya 🕐 Schedule: Monday to Friday, Night Shift
👉 Ready to take the next step in your career? Join us and make an impact!