Website M-KOPA Solar
M-KOPA’s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR… M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day. Each 8W battery powered-system comes with three lights, m… read moreobile phone-charging and a solar powered radio. Customers can now opt for a 20W system with digital TV. As of July 2016, M-KOPA has connected over 400,000 homes to affordable solar power. Current customers will make projected savings of US$ 300 Million over the next four years. M-KOPA’s customers will enjoy 50 million hours of kerosene-free lighting per month. Total employment created in East Africa is 2,500. In March 2016, M-KOPA emerged boldest at Financial Times Arcelor Mittal- Boldness in Business Awards in the Developing Markets category. In February 2016, M-KOPA was recognised as the Best Mobile Innovation for Emerging Markets at the Global Mobile Awards. In 2015, M-KOPA was recognised by Fortune Magazine as one of the Top 50 Companies Changing The World and won the Zayed Energy Future Prize. M-KOPA has also won the 2014 Bloomberg Pioneer Award and 2013 FT/IFC Excellence in Sustainable Finance Award.
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
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
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jobs.ashbyhq.com
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