M-KOPA's mission is to make high quality energy affordable to everyone. As the BPO Operations Manager, you will be responsible for the day-to-day operational management and execution of BPO partners. You will oversee over 500 BPO agents across two partners (CCI and iSON), ensuring performance targets, SLAs, and quality standards are met.
Key Responsibilities
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.
Requirements
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.
