Operations Manager (BPO)

About the role

We are seeking an experienced Operations Manager to lead and scale our Business Process Outsourcing (BPO) operations in Kenya. The role focuses on delivering exceptional service to clients while fostering a high‑performing, engaged team.

Key responsibilities

• Lead and optimise BPO operations to ensure service excellence and business growth.
• Drive performance using KPIs, SLAs, quality metrics and continuous‑improvement initiatives.
• Build and maintain strong relationships with key clients and internal stakeholders.
• Analyse operational, financial and workforce data to identify trends, risks and opportunities.
• Develop and implement retention strategies to reduce turnover and boost employee engagement.
• Coach and mentor supervisors, team leaders and managers to develop future leaders.
• Oversee action plans, operational improvements and strategic initiatives from execution to completion.
• Promote a culture of accountability, collaboration, innovation and customer excellence.
• Ensure compliance with company policies, client requirements and operational standards.

Required profile

• 5‑8+ years of experience managing BPO or contact‑center operations.
• Proven track record leading large, multi‑functional teams.
• Strong background in client management, operational performance and workforce retention.
• Experience in fast‑paced, high‑growth environments.
• Advanced analytical skills with data‑driven decision‑making capability.
• Excellent communication, stakeholder management and problem‑solving abilities.
• Advanced proficiency in English (required).

Required skills