Senior BPO Team Lead

Senior BPO Team Lead [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] SENIOR BPO TEAM LEAD – GHANA HQ | M-KOPA WHERE CUSTOMER EXPERIENCE MEETS OPERATIONAL EXCELLENCE [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/269da310-40c0-4154-a715-00fc88f7adbb/image.png] You're good at this. You know it. Your team knows it. Your manager knows it. You can read a contact centre floor the way a conductor reads an orchestra — you know when the tempo is off, which sections need attention, and how to bring everything back into harmony before the audience even notices. So here's the question: are you doing that work somewhere it actually matters beyond the numbers? M-KOPA is looking for a Senior BPO Team Lead to be based at our Ghana headquarters. And if you've been watching us grow — or if this is the first you're hearing of us — here's why this moment is different. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/bb41b524-8935-4916-8e6f-3c7319aa4021/image.png] The Scale Behind the Role M-KOPA is a financial technology company built for Africa, not imported from elsewhere. We provide asset financing, smartphones, solar energy, and e-motorbikes to customers who have historically been excluded from traditional financial services. Today, we serve 7 million customers across the continent, up from 5 million just a year ago. We've unlocked more than $2 billion in credit, and 86% of our customers report meaningful improvements in their quality of life. 55% are accessing financial products and services for the very first time. Our customer base isn't a market segment. They're smallholder farmers who now have light to work by after sunset. Riders who are saving $5.62 every single day because they switched to one of our e-motorbikes. Parents who, for the first time, have a smartphone that connects them to opportunity. When our contact centre delivers — when SLAs are met, when agents are coached well, when customer issues are resolved with care — those outcomes ripple out into real lives. That's the weight this role carries. And for the right person, that weight feels like purpose, not pressure. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/31a70cab-ade3-4134-b4c9-6e9fad7564f8/image.png] Why this timing matters You may have noticed M-KOPA hiring across multiple functions and geographies. That's deliberate. We're building the operational infrastructure to carry us from 7 million to 10 million customers, and Ghana is central to that journey. This isn't about filling a seat — it's about bringing in a leader who can help shape how our BPO function operates at scale. The decisions made now about team structure, performance culture, coaching frameworks, and process efficiency will define how we serve the next wave of customers. That's the window you'd be stepping into. What makes this role different Most BPO leadership roles ask you to maintain. This one asks you to build. Working closely with the Deputy Operations Manager, you'll have real visibility into operational strategy — not just execution. You'll guide Team Leads and agents through performance conversations that genuinely develop people, not just manage metrics. You'll identify inefficiencies and actually have the latitude to fix them. And you'll do all of this inside a company where the mission isn't a slide in the onboarding deck — it's the reason 35,000 agents wake up and go to work every morning. Your current role may give you numbers to hit. This role gives you numbers that represent people. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/ca6f04ef-f395-47a1-87e2-e738b7cf9851/image.png] What You Bring - Demonstrable experience in BPO, contact centre, or customer service operations — you understand the rhythms, the pressures, and what separates ... (truncated, view full listing at source)