BPO Operations Manager

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.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.About UsWe 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 & ExecutionExecuting day-to-day operational management of 500+ BPO agents across two partners (CCI and iSON)Implementing BPO Performance Management Policy frameworks and operational proceduresMonitoring real-time performance metrics and deploying immediate corrective actions for performance gapsConducting daily performance reviews and ensuring operational targets are met consistentlyOperational Performance Monitoring & ComplianceTracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% complianceImplementing operational performance improvement plans and monitoring execution of remediation actionsConducting weekly performance consolidation and trend analysis for BPO operationsExecuting routine performance warnings and improvement action plan requirementsBPO Partner Operational InterfaceServing as primary operational contact with BPO partner management for day-to-day performance issuesCoordinating operational capacity building and training initiatives with BPO teamsFacilitating operational communication and information flow between M-KOPA and BPO partnersManaging operational escalations requiring immediate BPO intervention and resolutionOperational Quality Assurance & MonitoringImplementing operational quality monitoring programs ensuring service standards complianceOverseeing operational audits and quality assessments of BPO agent performanceMonitoring customer interaction quality and providing operational feedback to BPO supervisorsExecuting quality improvement initiatives at operational levelOperational Reporting & AnalyticsPreparing daily, weekly, and monthly operational performance reports for Senior CC Operations ManagerAnalyzing operational performance data and providing tactical insights for immediate improvementTracking operational efficiency metrics and cost per contact performanceMonitoring real-time operational dashboards and providing performance updatesTactical Problem Resolution & Operations SupportResolving operational issues and tactical challenges affecting BPO day-to-day performanceCoordinating with BPO team leads and supervisors on immediate operational mattersManaging operational crisis response and immediate business continuity measuresEscalating strategic issues requiring senior management intervention to Senior CC Operations ManagerOperational Cost Management & EfficiencyMonitoring BPO operational costs and resource utilization within approved budgetsTracking operational efficiency metrics ensuring cost-effective service deliveryImplementing operational cost control measures and monitoring budget complianceEscalating budget variances and strategic cost decisions to Senior CC Operations ManagerAdditional ResponsibilitiesPerforming any additional tasks as assigned by the Senior CC Operations ManagerYour application should demonstrate:Bachelor's degree in Business Administration, Operations Management, or related field (Contact center or Customer Care certification an added advantage)4+ years of experience in BPO operations management with proven track record of achieving SLA compliance in contact center environmentsOperational management experience with demonstrated ability to manage large scale outsourced agents and drive performance accountabilityBPO partnership management expertise with proven experience in vendor relationship management, performance monitoring, and contract complianceContact center operatio