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BPO Supervisor – Kenya Location: Nairobi-Kenya
About the Role We are looking for a BPO Supervisor to lead and manage a team of customer service professionals, ensuring exceptional service delivery and achievement of performance targets.
Key Responsibilities Team Leadership
• Lead, motivate, and mentor a team of agents to foster a positive work environment
• Set clear KPIs and performance expectations
• Provide continuous coaching, feedback, and performance evaluations
• Address performance and attendance issues promptly
• Deliver onboarding and ongoing training programs
• Promote teamwork and collaboration
Operational Management
• Ensure team meets or exceeds KPIs and SLAs (AHT, CSAT, FCR, etc.)
• Monitor workflow and optimize staffing and productivity
• Maintain quality assurance processes and ensure service excellence
• Conduct quality audits and provide actionable feedback
• Analyze performance reports to drive improvements
Client Relationship
• Act as the primary point of contact for client communication and escalations
• Build and maintain strong client relationships
• Ensure client expectations are consistently met or exceeded
Compliance & Security
• Ensure adherence to data protection and compliance policies
• Maintain confidentiality and integrity in handling sensitive information
• Requirements
• Bachelor’s degree in Business Administration, Communications, or related field (preferred)
• 1–2 years in a supervisory or Team Lead role Nice to Have Certifications in leadership, quality assurance, or process improvement
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#LI-PROMOTED
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What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
