Salary: KES 120,000 Gross

We are seeking a highly driven and experienced Operations Manager to oversee multiple call center campaigns and provide leadership across a growing operational team. This role is ideal for a results-oriented professional with strong experience in BPO, contact center operations, performance management, and client service delivery.

Key Responsibilities

• Provide leadership and support to Team Leaders across multiple campaigns.
• Oversee operational performance, productivity, attendance, quality, and service delivery metrics.
• Ensure client KPIs, SLAs, and campaign targets are consistently achieved.
• Manage workforce planning, staffing requirements, and resource allocation.
• Drive performance improvement initiatives, coaching, and employee development programs.
• Prepare operational reports and present performance updates to senior management.
• Support campaign launches, onboarding, process implementation, and operational transitions.
• Ensure compliance with company policies, procedures, and operational standards.

Team Structure

• Direct oversight of 7 Team Leaders
• Management support for 71 Agents
• Responsibility for multiple active and upcoming campaigns

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations Management, Marketing, or a related field.
• Minimum of 3 years’ experience managing operations within a BPO, contact center, or customer service environment.
• Proven experience managing multiple campaigns simultaneously.
• Demonstrated success in supervising Team Leaders and large operational teams.
• Strong analytical, reporting, problem-solving, and decision-making skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Experience with client-facing operations and performance management is highly desirable.
• Ability to thrive in a fast-paced, target-driven environment.

If you are a strategic leader with a passion for operational excellence and team performance, we invite you to apply.

To Apply: Send your CV and indicate “Operations Manager” in the subject line.