Call Canter Supervisor at Solvo Global

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

About the Role

Solvo Global is recruiting a Call Center Supervisor for a full-time position based in Nairobi. This is a leadership and operations role within the business process outsourcing sector, where you will oversee a team of customer service representatives and ensure delivery standards meet client expectations. The Call Canter Supervisor at Solvo Global reports to management and serves as a bridge between frontline staff and senior leadership.

The organisation connects North American companies with remote talent across multiple industry specialties, operating primarily across U.S. and Canadian markets. In this supervisory capacity, you will manage daily operations, drive team performance, and maintain the service quality standards that define Solvo Global’s reputation.

Key Responsibilities

• Lead, mentor, and provide ongoing guidance to customer service representatives and BPO team members.
• Establish clear performance targets and monitor individual and team results against KPIs and service level agreements.
• Conduct regular coaching sessions, deliver constructive feedback, and identify skill development opportunities for staff.
• Manage workflow distribution, allocate resources effectively, and optimise team productivity across shifts.
• Review quality assurance data, conduct call evaluations, and provide actionable improvement recommendations to agents.
• Handle client escalations, resolve issues promptly, and maintain strong relationships with key stakeholders.
• Address performance gaps and attendance issues through documented conversations and corrective measures.
• Ensure the team adheres to company policies, data protection regulations, and confidentiality requirements at all times.

Requirements & Qualifications

• Bachelor’s degree (BA/BSc) or Higher National Diploma (HND) in any discipline.
• Proven supervisory or team leadership experience in a call center, BPO, or customer service environment.
• Demonstrated ability to monitor and report on performance metrics, KPIs, and service level compliance.
• Strong understanding of quality assurance processes and ability to deliver constructive feedback to staff.
• Experience managing client relationships and resolving escalations professionally.
• Knowledge of data protection principles and commitment to maintaining confidentiality in customer interactions.
• Competency in Microsoft Office and familiarity with contact center systems or CRM platforms.
• Clear communication skills and ability to work collaboratively across departments.

What to Expect

• You will work in a structured BPO environment with defined performance targets, regular reporting cycles, and access to training and development resources.
• The role involves both people management and operational oversight, requiring attention to detail and the ability to balance multiple priorities.
• You will collaborate with clients, manage team dynamics, and contribute to continuous improvement initiatives within your department.
• This Call Canter Supervisor at Solvo Global position in Nairobi is open to qualified candidates. Click Apply below to submit your application.