Operations Manager

11 hours ago

Tatu City Kiambu, Kenya Tatu City Full time $60,000 - $120,000 per year

Rendeavour is launching a Business Process Outsourcing (BPO) division from the ground up, with ambitious plans to scale rapidly. Our goal is to deliver world-class outsourcing solutions that drive efficiency, innovation, and exceptional customer experiences.

We are seeking an experienced
Operations Manager
to lead the establishment and management of BPO operations, ensuring seamless service delivery, operational excellence, and scalability.

This role demands a strategic leader with proven expertise in building processes, managing teams, and driving performance in a dynamic environment. The Operations Manager will also oversee call center operations, develop and enforce SOPs, and ensure compliance with PCI best practices.

Key responsibilities:

  • Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures
  • Develop and implement operational policies, SOPs, and performance metrics for BPO and call center operations
  • Manage call center operations, including call handling protocols, escalation procedures, and quality assurance
  • Ensure compliance with Payment Card Industry (PCI) standards and implement best practices for data security
  • Manage budgets, resource allocation, and cost optimization strategies
  • Create scalability frameworks for multi-site or remote team expansion, including budgeting and resource planning
  • Develop and maintain business continuity and disaster recovery plans
  • Identify and implement technology solutions to enhance efficiency and scalability
  • Recruit, train, and manage a high-performing operations team, design onboarding programs and continuous learning initiatives
  • Monitor KPIs and SLAs, driving continuous improvement and operational efficiency.
  • Foster a culture of accountability, collaboration, and customer-centricity
  • Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership

Requirements

  • Bachelor's degree in business administration, Operations Management, or related field
  • A master's degree is preferred
  • At least 7 years of experience in BPO operations, with at least 3 years in a leadership role
  • Proven track record in setting up and scaling BPO operations
  • Strong understanding of BPO processes, KPIs, and compliance requirements
  • Experience managing call center operations and developing SOPs
  • Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments
  • Excellent leadership, communication, and stakeholder management skills
  • Proficiency in operational tools and technologies

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