In this role, you would be responsible for:<\/p>\n
Daily BPO Operations Management & Execution<\/p>\n
\tExecuting day-to-day operational management of 500+ BPO agents across two partners (CCI and iSON)
\n\tImplementing BPO Performance Management Policy frameworks and operational procedures
\n\tMonitoring real-time performance metrics and deploying immediate corrective actions for performance gaps
\n\tConducting daily performance reviews and ensuring operational targets are met consistently<\/p>\n
\u200b\u200b\u200b\u200b\u200b\u200b\u200bOperational Performance Monitoring & Compliance<\/p>\n
\tTracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% compliance
\n\tImplementing operational performance improvement plans and monitoring execution of remediation actions
\n\tConducting weekly performance consolidation and trend analysis for BPO operations
\n\tExecuting routine performance warnings and improvement action plan requirements<\/p>\n
\u200b\u200b\u200b\u200b\u200b\u200b\u200bBPO Partner Operational Interface<\/p>\n
\tServing as primary operational contact with BPO partner management for day-to-day performance issues
\n\tCoordinating operational capacity building and training initiatives with BPO teams
\n\tFacilitating operational communication and information flow between M-KOPA and BPO partners
\n\tManaging operational escalations requiring immediate BPO intervention and resolution<\/p>\n
\u200b\u200b\u200b\u200b\u200b\u200b\u200bOperational Quality Assurance & Monitoring<\/p>\n
\tImplementing operational quality monitoring programs ensuring service standards compliance
\n\tOverseeing operational audits and quality assessments of BPO agent performance
\n\tMonitoring customer interaction quality and providing operational feedback to BPO supervisors
\n\tExecuting quality improvement initiatives at operational level<\/p>\n
\u200b\u200b\u200b\u200b\u200b\u200b\u200bOperational Reporting & Analytics<\/p>\n
\tPreparing daily, weekly, and monthly operational performance reports for Senior CC Operations Manager
\n\tAnalyzing operational performance data and providing tactical insights for immediate improvement
\n\tTracking operational efficiency metrics and cost per contact performance
\n\tMonitoring real-time operational dashboards and providing performance updates<\/p>\n
\u200b\u200b\u200b\u200b\u200b\u200b\u200bTactical Problem Resolution & Operations Support<\/p>\n
\tResolving operational issues and tactical challenges affecting BPO day-to-day performance
\n\tCoordinating with BPO team leads and supervisors on immediate operational matters
\n\tManaging operational crisis response and immediate business continuity measures
\n\tEscalating strategic issues requiring senior management intervention to Senior CC Operations Manager<\/p>\n
\u200b\u200b\u200b\u200b\u200b\u200b\u200bOperational Cost Management & Efficiency<\/p>\n
\tMonitoring BPO operational costs and resource utilization within approved budgets
\n\tTracking operational efficiency metrics ensuring cost-effective service delivery
\n\tImplementing operational cost control measures and monitoring budget compliance
\n\tEscalating budget variances and strategic cost decisions to Senior CC Operations Manager<\/p>\n
Your application should demonstrate:<\/p>\n
\tBachelor’s degree in Business Administration, Operations Management, or related field (Contact center or Customer Care certification an added advantage)
\n\t4+ years of experience in BPO operations management with proven track record of achieving SLA compliance in contact center environments
\n\tOperational management experience with demonstrated ability to manage large scale outsourced agents and drive performance accountability
\n\tBPO partnership management expertise with proven experience in vendor relationship management, performance monitoring, and contract compliance
\n\tContact center operations knowledge with deep understanding of KPIs, SLAs, quality metrics, and customer experience standards
\n\tPerformance management skills with experience implementing performance improvement frameworks, penalty systems, and remediation measures
\n\tData analytics capabilities with proven ability to analyze performance trends, identify operational issues, and implement data-driven solutions
\n\tFinancial management experience with budget oversight, cost optimization, and operational efficiency improvement in outsourced environments
\n\tProblem-solving expertise with demonstrated ability to resolve complex operational challenges and manage crisis situations
\n\tCommunication and stakeholder management skills with ability to manage relationships with external vendors and internal cross-functional teams
\n\tExperience managing multiple BPO partners simultaneously
\n\tTrack record of achieving consistent >95% SLA compliance in large-scale operations<\/p>\n
Apply Through:<\/p>\n
jobs.ashbyhq.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/jobs.ashbyhq.com","_company_name":"M-KOPA Solar","_company_website":"http:\/\/www.m-kopa.com\/","_company_tagline":"M-KOPA\u2019s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR\u2026 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\u2019s 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.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[723,693,703],"job-types":[687],"class_list":{"0":"post-93564","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/93564","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=93564"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=93564"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=93564"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=93564"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}