Senior Customer Care Operations Manager - Nairobi

Only for registered members Nairobi, Kenya

2 weeks ago

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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 outsourced functions You'll oversee in-house critical operations Escalations Payments Uploads Reallocations Collections managing BPO partnerships across CCI iSON ensuring >95% SLA compliance superior customer experience delivery You'll serve as the operational bridge between strategic direction front-line execution working with talented cross-functional teams across Tech Product Finance while driving accountability for Customer Care performance At M KOPA our culture where operational leadership meets strategic execution Our team values performance accountability integrated service delivery continuous improvement that drives both customer satisfaction cost efficiency You'll be empowered make operational decisions directly impact how we serve millions customers working at intersection strategic thinking operational excellence one Africa fastest growing fintech companies
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