BPO Operations Manager

BPO Operations Manager [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A BPO OPERATIONS MANAGER TO PROVIDE DEDICATED OPERATIONAL LEADERSHIP FOR M-KOPA KENYA'S OUTSOURCED CUSTOMER CARE OPERATIONS, MANAGING OVER 500 AGENTS ACROSS TWO BPO PARTNERS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] This role offers the opportunity to lead large-scale BPO operations at M-KOPA Kenya, driving performance excellence and SLA compliance across our outsourced customer care functions. You'll manage day-to-day operations for 500+ agents across CCI and iSON, implementing rigorous performance management frameworks and ensuring consistent service delivery. You'll work as the primary operational interface between M-KOPA and our BPO partners, driving accountability, cost optimization, and continuous improvement across customer service, onboarding, collections, and specialized support operations. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US We foster a culture where operational excellence meets performance accountability. Our team values data-driven decision making, rigorous performance management, and partnerships that deliver exceptional customer experiences. You'll be empowered to implement frameworks and execute strategies that directly contribute to SLA compliance and operational efficiency, working in a dynamic environment where your leadership ensures thousands of daily customer interactions meet M-KOPA's high standards. At M-KOPA, our BPO operations aren't just about outsourcing—they're strategic partnerships that scale our ability to serve millions of customers across Africa while maintaining world-class service standards. IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR: Daily BPO Operations Management & Execution - Executing day-to-day operational management of 500+ BPO agents across two partners (CCI and iSON) - Implementing BPO Performance Management Policy frameworks and operational procedures - Monitoring real-time performance metrics and deploying immediate corrective actions for performance gaps - Conducting daily performance reviews and ensuring operational targets are met consistently Operational Performance Monitoring & Compliance - Tracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% compliance - Implementing operational performance improvement plans and monitoring execution of remediation actions - Conducting weekly performance consolidation and trend analysis for BPO operations - Executing routine performance warnings and improvement action plan requirements BPO Partner Operational Interface - Serving as primary operational contact with BPO partner management for day-to-day performance issues - Coordinating operational capacity building and training initiatives with BPO teams - Facilitating operational communication and information flow between M-KOPA and BPO partners - Managing operational escalations requiring immediate BPO intervention and resolution Operational Quality Assurance & Monitoring - Implementing operational quality monitoring programs ensuring service standards compliance - Overseeing operational audits and quality assessments of BPO agent performance - Monitoring customer interaction quality and providing operational feedback to BPO supervisors - Executing quality improvement initiatives at operational level Operational Reporting & Analytics - Preparing daily, weekly, and monthly operational performance reports for Senior CC Operations Manager - Analyzing operational performance data and providing tactical insights for immediate improvement - Tracking operational efficiency metrics and cost per contact performance - Monitoring real-time operational dashboards and p ... (truncated, view full listing at source)