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 Us

We foster a culture where operational excellence meets performance accountability. Our team values data-driven decision making, rigorous performance management, and partner...