BPO Operations Manager
M-KOPA
full-time
Posted on:
Location Type: Hybrid
Location: Kenya • Kenya
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About the role
- Executing day-to-day management of BPO agents across two partners
- Implementing BPO Performance Management Policy frameworks
- Monitoring real-time performance metrics and corrective actions
- Conducting daily performance reviews
- Tracking all BPO KPIs, IPIs, and SLAs ensuring compliance
- Implementing operational performance improvement plans
- Serving as primary operational contact with BPO partners
- Coordinating operational capacity building with BPO teams
- Implementing operational quality monitoring programs
- Preparing operational performance reports for Senior Manager
- Resolving tactical challenges affecting performance
Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field
- 4+ years of experience in BPO operations management
- Operational management experience with large scale outsourced agents
- BPO partnership management expertise
- Knowledge of KPIs, SLAs, and quality metrics
- Performance management skills
- Data analytics capabilities
- Financial management experience
- Problem-solving expertise
- Communication and stakeholder management skills
- Experience managing multiple BPO partners
Benefits
- Family-friendly policies
- Diverse development programs
- Coaching partnerships
- On-the-job training
- Flexibility in workplace
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
BPO operations managementperformance managementdata analyticsfinancial managementKPI trackingSLA compliancequality metricsoperational performance improvementoperational quality monitoringperformance reporting
Soft Skills
problem-solvingcommunicationstakeholder managementtactical challenge resolutionoperational capacity buildingteam coordinationperformance reviewinterpersonal skillsleadershiporganizational skills
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in Operations Management