A fast-growing BPO Call Center operating from Royal Offices, Mogotio Road, Nairobi is now hiring an Operations Supervisor to lead large teams across customer service and sales campaigns. If you have 3–5 years of BPO supervisory experience, advanced English, and the flexibility to work night shifts aligned with U.S. time zones, this Operations Supervisor Call Center BPO Nairobi 2026 opportunity is built for you. This is a full-time, on-site role with a renewable contract and clear career growth potential.
About This Role
This position exists to keep the call center running at its highest possible level — across people, process, and performance. You will oversee agents, team leaders, and QA staff, making sure that every shift meets its KPIs and that client expectations for U.S.-based campaigns are consistently delivered.
The role requires someone who is comfortable managing large teams under pressure, has a data-driven approach to performance, and can coach people at different levels — from a struggling agent to a team leader who needs to step up. You will also interface with senior management, so your ability to read operational data and present it clearly matters as much as your floor presence.
Because the clients are based in the United States, your schedule will rotate across night shifts to align with U.S. business hours. Full flexibility is a hard requirement for this role — if you cannot commit to night shifts, this position is not the right fit.
Key Responsibilities
- Supervise and manage large operational teams including agents, team leaders, and quality assurance staff across all active shifts
- Drive achievement of call center KPIs covering productivity, quality scores, sales targets, attendance, and SLA adherence
- Oversee day-to-day call center operations to ensure uninterrupted service continuity and operational efficiency
- Lead continuous improvement initiatives across customer service delivery and sales campaign performance
- Monitor individual and team performance metrics, identify gaps, and implement corrective action plans promptly
- Deliver consistent coaching, structured feedback sessions, and performance development support to team leaders and agents
- Ensure full compliance with internal quality standards, company policies, and client-specific requirements at all times
- Prepare, analyse, and present operational performance reports to senior management on a regular basis
- Handle escalations from team leaders and resolve operational challenges before they impact client deliverables
Required Qualifications and Experience
Essential:
- 3 to 5 or more years of experience in an Operations Supervisor or equivalent senior role within a BPO call center environment
- Proven track record leading large teams in customer service and/or outbound or inbound sales campaigns
- Advanced English proficiency — spoken and written — at a professional business level
- Full schedule flexibility including willingness and availability to work rotational night shifts
- Availability to work on-site at the Nairobi office location
- Strong working knowledge of call center metrics including KPIs, SLAs, AHT, CSAT, and sales conversion rates
Desirable:
- Experience using CRM platforms and operational reporting tools
- Prior exposure to U.S.-based client campaigns or international BPO accounts
- Demonstrated experience building or restructuring underperforming call center teams
Skills and Competencies
- Strong leadership presence — you command respect on the floor and develop people intentionally
- Analytical mindset — you read performance data, spot trends, and act on them quickly
- Clear, confident communication in Advanced English across written reports and verbal coaching
- Sound decision-making under pressure with the ability to resolve escalations calmly and effectively
- Results-oriented approach — you set targets, track progress, and hold teams accountable
- Organisational discipline — able to manage multiple campaigns, teams, and reporting lines simultaneously
What This Employer Offers
- Competitive salary aligned with the Nairobi BPO market
- Statutory benefits as required under Kenyan labour law including NSSF and NHIF contributions
- Initial engagement through a formal offer letter followed by a renewable one-year performance-based contract
- Genuine career growth opportunities within a scaling BPO organisation
- A professional, dynamic, and multicultural work environment supporting international clients
About the Employer
This is a BPO call center operating out of Royal Offices, 3rd Floor, Office 33, Mogotio Road, Nairobi, Kenya. The organisation manages customer service and sales campaigns for clients based in the United States, operating across rotational shifts that align with U.S. business hours. The company is growing and is building out its supervisory and management layer to support expanding client accounts.
Employment is formal and structured in compliance with Kenyan labour law. The organisation offers a multicultural work environment and positions its staff for progression within the BPO industry as the business scales.
How to Apply
Apply directly through the LinkedIn job listing. Follow these steps:
- Visit the official job posting via the link below
- Submit your application including your updated CV and a brief cover letter
- Ensure your CV clearly highlights your BPO supervisory experience, team sizes managed, KPIs achieved, and your English proficiency level
- Confirm your availability for night shifts in your cover letter — this is a screening requirement
Application Deadline
Apply as soon as possible — this position may close early once suitable candidates are identified.
Documents Required
- Updated CV clearly showing BPO supervisory experience and team sizes managed
- Cover letter confirming night shift availability and English proficiency
- Any supporting documents demonstrating KPI achievement or performance results (optional but advantageous)
