BPO Operations Manager

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.

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.

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

• 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

If the above is of interest to you, please apply.

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.