**Senior Supervisor – Customer Service (Band 3) | Nairobi**

Role Overview

As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.

You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.

This role reports to the Head of Customer Service / Operational Leader.

Key Responsibilities

**1. Operational Delivery & Performance**

+ Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)
+ Oversee capacity, workload, and resource allocation across teams
+ Analyze performance data to identify risks and imp...