Senior Customer Care Operations Manager

We are looking for a Senior Customer Care Operations Manager to provide comprehensive operational leadership for M-KOPA Kenya's Customer Care function, managing both in-house critical operations and BPO partnerships with a total of over 500 agents.

This role offers the opportunity to lead the complete Customer Care operation at M-KOPA Kenya, translating strategic objectives into operational excellence across both in-house and outsourced functions. You'll oversee in-house critical operations (Escalations, Payments, Uploads, Reallocations, Collections) and manage BPO partnerships across CCI and iSON, ensuring >95% SLA compliance and superior customer experience delivery. You'll serve as the operational bridge between strategic direction and front-line execution, working with talented cross-functional teams across Tech, Product, and Finance while driving accountability for Customer Care performance.

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