Role Overview

We are seeking an experienced Contact Centre Operations Leader to take full ownership of end-to-end BPO operations within East Africa. This role will be responsible for establishing, scaling, and optimizing a high-performing contact centre operation in either Kenya or Rwanda, ensuring service excellence, operational efficiency, and sustainable growth.

The successful candidate will bring deep BPO expertise, strong leadership capability, and a proven track record of successfully managing large-scale customer service operations.

Key Responsibilities

🔹 Operational Leadership

• Lead and manage end-to-end contact centre operations, including customer service delivery, workforce planning, and performance management
• Drive operational strategy aligned with client and business objectives
• Ensure consistent delivery of SLAs, KPIs, and client expectations
• Oversee daily operations including inbound, outbound, and omnichannel support functions

🔹 Site & Business Management

• Take full accountability for P&L, budgeting, and cost optimisation
• Establish and scale BPO operations, including infrastructure, hiring, and onboarding
• Implement best practices in operational processes, quality assurance, and compliance
• Drive continuous improvement initiatives to enhance productivity and efficiency

🔹 Client & Stakeholder Management

• Act as the primary point of contact for key clients and stakeholders
• Build and maintain strong client relationships, ensuring high satisfaction and retention
• Lead business reviews, reporting, and performance presentations

🔹 People Leadership

• Build, lead, and develop high-performing operational teams (Team Leaders, Managers, Support Functions)
• Drive a strong performance culture, employee engagement, and retention strategies
• Ensure effective talent management, succession planning, and leadership development

🔹 Growth & Expansion

• Support business development initiatives and new client onboarding
• Identify opportunities for process improvement, automation, and service expansion
• Contribute to regional growth strategy within East Africa

Minimum Requirements

• Minimum 10+ years’ experience in BPO / Contact Centre operations
• Proven track record of successfully managing large-scale customer service operations
• Demonstrated experience in end-to-end site management (operations, people, financials)
• Strong understanding of contact centre metrics, WFM, QA, and CX delivery models
• Experience managing international clients (UK, US, AU markets advantageous)
• Ability to build and scale operations in emerging markets

Preferred Requirements

• Prior experience working in Kenya or Rwanda (or broader East Africa)
• Experience in multi-channel environments (voice, email, chat, social media)
• Exposure to digital transformation, automation, or AI-driven CX solutions
• Strong commercial acumen with P&L ownership

Key Competencies

• Strategic thinking and execution
• Strong leadership and people management
• Commercial and financial acumen
• Client-centric mindset
• Problem-solving and decision-making ability
• High adaptability in dynamic environments