About this 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.
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 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 & 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
If the above is of interest to you, please apply.
Why M-KOPA?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.