BPO Operations Manager at M Kopa

About the Role

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.

Key Responsibilities

• →Execute day-to-day operational management of 500+ BPO agents across two partners
• →Implement BPO Performance Management Policy frameworks and operational procedures
• →Monitor real-time performance metrics and deploy immediate corrective actions for performance gaps
• →Conduct daily performance reviews and ensure operational targets are met consistently
• →Track and monitor all BPO KPIs, IPIs, and SLAs ensuring >95% compliance
• →Implement operational performance improvement plans and monitor execution of remediation actions
• →Serve as primary operational contact with BPO partner management for day-to-day performance issues
• →Implement operational quality monitoring programs ensuring service standards compliance
• →Prepare daily, weekly, and monthly operational performance reports
• →Resolve operational issues and tactical challenges affecting BPO day-to-day performance
• →Monitor BPO operational costs and resource utilization within approved budgets