Customer Service Supervisor at Teleperformance

Customer Service Supervisor at Teleperformance – Teleperformance Kenya Job Details

About the Role

Teleperformance is recruiting for a Customer Service Supervisor in Nairobi. This is a full-time position within our Call Center operations, where you will oversee a team of customer service professionals and serve as a bridge between clients and internal operations. The supervisor role requires hands-on management expertise combined with a clear understanding of customer expectations and service delivery standards.

As Customer Service Supervisor at Teleperformance, you’ll be accountable for team performance, quality assurance, and ensuring that all client agreements are met consistently. You will work directly with client stakeholders, your operations manager, and support departments to identify business opportunities and resolve operational challenges in real time.

Key Responsibilities

• Monitor team performance through account-specific systems and real-time evaluations, providing timely feedback to customer service representatives to maintain high productivity levels.
• Ensure compliance with all departmental and organizational policies, procedures, and relevant industry regulations; contribute to ongoing process improvement through continuous reviews and audits.
• Maintain regular two-way communication with clients, setting clear expectations and providing strong team representation on all account matters.
• Manage all client communication, resolve conflicts, and ensure delivery against agreed service level agreements and quality standards.
• Identify performance gaps within the team and implement timely interventions to address shortfalls and close performance gaps.
• Support the inbound team by maintaining current knowledge of markets, campaigns, and account-specific requirements; flag potential issues and opportunities to the operations manager.
• Ensure that all processes, procedures, and quality standards are completed according to specification and in line with departmental operations.
• Respond to and resolve operational queries while contributing to the development and refinement of unit procedures.

Requirements & Qualifications

• Degree in any related field.
• Minimum 4 years of customer service experience, with at least 2 years in a leadership position managing teams in a call center environment.
• C1 proficiency in English (spoken and written).
• Proficiency in MS Office Suite, including MS Word, MS PowerPoint, MS Excel, MS Outlook, and Internet Explorer.
• Strong understanding of call center operations, service level agreements, and customer service best practices.
• Demonstrated ability to manage performance metrics, quality standards, and client relationships.

What to Expect

• A structured call center environment where you manage a team of customer service representatives on a full-time basis.
• Direct collaboration with clients, operations management, and cross-functional departments to deliver measurable results.
• This Customer Service Supervisor at Teleperformance position in Nairobi is open to qualified candidates. Click Apply below to submit your application.