Sales Supervisor (Call Center) at Solvo Global

Sales Supervisor (Call Center) at Solvo Global – Solvo Global Kenya Job Details

About the Role

Solvo Global is recruiting for a Sales Supervisor (Call Center) position based in Kenya. This full-time role places you in direct leadership of a sales development team, with complete accountability for performance metrics, team growth, and strategic execution. You will bridge day-to-day operations with departmental goals, managing people, tracking KPIs, and driving operational excellence across your team.

Call Center jobs in Kenya at this level require someone who can own results while developing talent. The Sales Supervisor (Call Center) at Solvo Global will oversee all aspects of team performance, from individual contributor coaching to comprehensive quality assurance and reporting.

Key Responsibilities

• Manage and supervise all assigned team members with 100% accountability for their performance and development; all direct reports answer to you.
• Ensure the team meets individual and collective KPI targets through consistent monitoring and corrective action.
• Coordinate daily operational activities, including scheduling, task allocation, and workflow management.
• Develop and implement Performance Improvement Plans (PIPs) for underperforming team members and track progress.
• Conduct weekly or bi-weekly one-on-one coaching sessions to support agent growth and address performance gaps.
• Identify high performers and nurture them as potential future leaders within your team.
• Act as the primary quality assurance reference, reviewing calls, interactions, and adherence to process standards and commercial requirements.
• Execute shadowing sessions, role-plays, and ongoing training to reinforce skills and maintain service standards.
• Analyse operational performance data and produce daily, weekly, and monthly reports covering interactions, productivity, attendance, and individual agent performance.
• Identify operational gaps, develop corrective action plans, and escalate blocking issues to senior management.

Requirements & Qualifications

• Demonstrated leadership experience with the ability to take full accountability for team outcomes.
• Strong analytical capabilities, with proficiency in interpreting KPI data and diagnosing performance issues.
• Clear, structured communication skills with a coaching mindset and ability to provide constructive feedback.
• Proven capability to organize and manage large teams effectively in a call center or similar environment.
• Capacity to work under pressure while juggling multiple priorities and shifting deadlines.
• Sound decision-making judgment and the ability to solve problems independently.

What to Expect

• A hands-on supervisory role in a call center setting where your ability to coach and hold accountability directly affects team results.
• Daily engagement with quality metrics, agent performance data, and real-time operational adjustments.
• Opportunity to develop future team leaders and shape the culture of your department.
• This Sales Supervisor (Call Center) at Solvo Global position in Kenya is open to qualified candidates. Click Apply below to submit your application.