Smart serve Outsource - Call center Department
Nairobi, Kenya Full-time Onsite
Mid
customer-service
Jul 22, 2025
Supervise daily call center activities to ensure targets are met
Monitor agent performance and provide coaching and mentorship
Handle escalated calls and resolve customer complaints
Prepare and analyze performance reports and suggest improvements
Ensure adherence to company policies and quality standards
Support recruitment, onboarding, and training of new agents
Proven experience as a call center supervisor or similar role (minimum 2 years)
Strong leadership and people management skills
Excellent communication and problem-solving abilities
Knowledge of call center performance metrics and reporting
Ability to work in a fast-paced, target-driven environment
Computer proficiency, especially in call center software and CRM tools
Competitive salary and performance bonuses
Career growth opportunities into management roles
Supportive and dynamic work culture
Regular training and upskilling opportunities
Smart Serve Outsource is expanding and we’re looking for a Call Centre Supervisor to lead daily operations and ensure smooth team performance. If you have a strong background in call center management and a passion for delivering excellent service, we’d love to have you on board!