BPO Operations Manager

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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.

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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.

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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 & Executio...