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.

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 providing performance updates

Tactical Problem Resolution & Operations Support

• Resolving operational issues and tactical challenges affecting BPO day-to-day performance
• Coordinating with BPO team leads and supervisors on immediate operational matters
• Managing operational crisis response and immediate business continuity measures
• Escalating strategic issues requiring senior management intervention to Senior CC Operations Manager

Operational Cost Management & Efficiency

• Monitoring BPO operational costs and resource utilization within approved budgets
• Tracking operational efficiency metrics ensuring cost-effective service delivery
• Implementing operational cost control measures and monitoring budget compliance
• Escalating budget variances and strategic cost decisions to Senior CC Operations Manager

Additional Responsibilities

Performing any additional tasks as assigned by the Senior CC Operations Manager

Your 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 environments
• Operational management experience with demonstrated ability to manage large scale outsourced agents and drive performance accountability
• BPO partnership management expertise with proven experience in vendor relationship management, performance monitoring, and contract compliance
• Contact center operations knowledge with deep understanding of KPIs, SLAs, quality metrics, and customer experience standards
• Performance management skills with experience implementing performance improvement frameworks, penalty systems, and remediation measures
• Data analytics capabilities with proven ability to analyze performance trends, identify operational issues, and implement data-driven solutions
• Financial management experience with budget oversight, cost optimization, and operational efficiency improvement in outsourced environments
• Problem-solving expertise with demonstrated ability to resolve complex operational challenges and manage crisis situations
• Communication and stakeholder management skills with ability to manage relationships with external vendors and internal cross-functional teams
• Experience managing multiple BPO partners simultaneously
• Track record of achieving consistent >95% SLA compliance in large-scale operations