Customer Service Supervisor

Short Summary

Customer Service Supervisor is an opportunity with Anonymous Employer. This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Min Qualification: Bachelors Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya. Employment Type…

Key Details

• Position / opportunity: Customer Service Supervisor
• Organization: Anonymous Employer
• Country / coverage: Kenya
• Location: Kenya, Kenya
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Education
• Compensation: Not specified
• Duration: Not specified
• Start date: 2026-07-23
• Application deadline: Not specified

Description

This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Min Qualification: Bachelors Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya. Employment Type: Full-time Reporting to: Frontline Support Manager Location: Kenya Role Overview We are looking for a proactive and results-driven Customer Service Supervisor to lead and support our frontline customer service team. The successful candidate will be responsible for driving service excellence, coaching and developing agents, managing day-to-day operations, and ensuring customer service targets are consistently achieved. This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Key Responsibilities 1. Team Leadership and Performance Management • Lead, motivate and develop a team of Customer Service Agents to achieve individual and team performance targets • Monitor and manage key performance indicators (KPIs), including SLA, quality, productivity and customer satisfaction metrics. • Conduct regular coaching sessions, performance reviews and development discussions. • Support probation reviews and performance improvement initiatives where required. • Prepare and present weekly and monthly performance reports. 2. Workforce Planning and Operational Management • Coordinate shift schedules, attendance management and leave planning to ensure adequate coverage across all customer support channels. • Monitor workforce adherence and productivity throughout the day. • Ensure effective shift handovers and continuity of service across a 24/7 operation. • Support queue management and workload distribution to maintain service levels. 3. Customer Service & Escalation Management • Act as the first point of escalation for complex customer issues and complaints. • Ensure customer queries are resolved in a timely, professional and customer-focused manner. • Identify recurring customer issues and work with management to implement improvements. • Support complaint management and root cause analysis activities. 4. Quality Assurance & Continuous Improvement • Conduct quality reviews across calls, chats and emails. • Provide feedback and coaching to improve service quality and consistency. • Identify training needs and support the delivery of ongoing learning initiatives. • Promote…

Responsibilities

• This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment.
• Min Qualification: Bachelors Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya.
• Employment Type: Full-time Reporting to: Frontline Support Manager Location: Kenya Role Overview We are looking for a proactive and results-driven Customer Service Supervisor to lead and support our frontline customer service team.
• The successful candidate will be responsible for driving service excellence, coaching and developing agents, managing day-to-day operations, and ensuring customer service targets are consistently achieved.
• This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment.

Requirements / Eligibility

• : Bachelors Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya.
• Employment Type: Full-time Reporting to: Frontline Support Manager Location: Kenya Role Overview We are looking for a proactive and results-driven Customer Service Supervisor to lead and support our frontline customer service team.
• The successful candidate will be responsible for driving service excellence, coaching and developing agents, managing day-to-day operations, and ensuring customer service targets are consistently achieved.
• This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment.
• Team Leadership and Performance Management • Lead, motivate and develop a team of Customer Service Agents to achieve individual and team performance targets • Monitor and manage key performance indicators (KPIs), including SLA, quality, productivity and…

How To Apply

Use the Apply now button and follow the application instructions on the opportunity page.