Call center Supervisor at Solvo Global

Call center Supervisor at Solvo Global – Solvo Global Kenya Job Details

About the Role

Solvo Global is recruiting for a Call center Supervisor to lead operational teams within a high-volume BPO call center environment. This full-time position is based in Kenya and involves managing large groups across customer service and sales divisions while maintaining strict performance metrics tied to U.S.-based client contracts. The role demands someone with proven supervisory experience in contact center operations who can balance team development with measurable business results.

Due to Solvo Global’s client base operating from the United States, this position requires shift flexibility to align with U.S. business hours, including overnight work. Call Center jobs in Kenya with this level of responsibility are typically found in established BPO centers, and this vacancy reflects the sector’s growth across the region.

Key Responsibilities

• Lead and oversee large operational teams, including customer service agents, team leaders, and quality assurance personnel
• Monitor and drive achievement of operational KPIs including productivity, quality scores, sales targets, attendance rates, and service level agreement compliance
• Manage day-to-day call center operations, ensuring service delivery remains uninterrupted and processes run efficiently
• Identify areas for process improvement and execute initiatives that strengthen customer service and sales workflows
• Review individual and team performance data, developing and implementing corrective action plans when metrics fall short
• Provide coaching, constructive feedback, and ongoing performance guidance to team members at all levels
• Maintain adherence to internal policies, quality standards, and specific client requirements across all operations
• Prepare operational reports and present findings to senior management on a regular basis
• Respond to escalations and resolve operational obstacles quickly and effectively

Requirements & Qualifications

• Minimum 3–5 years of hands-on experience working as an Operations Supervisor or equivalent role within a BPO call center setting
• Demonstrated track record of managing large teams in customer service and/or sales environments
• Advanced English proficiency, both spoken and written—essential for client-facing reporting and internal communication
• Willingness to work flexible schedules including night shifts aligned with U.S. time zones
• Ability to work on-site at the Nairobi location for the duration of employment
• Strong leadership capability, sound judgment in decision-making, and problem-solving skills under pressure
• Working knowledge of call center metrics including KPIs, SLAs, average handle time (AHT), customer satisfaction (CSAT), and sales performance indicators
• Familiarity with CRM platforms and reporting tools (preferred but not mandatory)

What to Expect

• Initial employment through a formal offer letter, followed by a renewable one-year contract contingent on performance evaluation
• Compensation aligned with the Kenyan market rate plus statutory benefits required under local labor law
• Opportunities to develop your career within a growing BPO organization that values operational excellence
• This Call center Supervisor at Solvo Global position in Kenya is open to qualified candidates meeting the stated criteria. Click Apply below to submit your application.