Tatu City

Special Economic Zone for industrial development

Operations Manager BPO

Business & StrategyConfirmed live in the last 24 hours

Full-timeTatu City, KenyaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in business administration, Operations Management, or a related field is required.
At least 7 years of experience in BPO operations, including at least 3 years in a leadership role.
A proven track record in setting up and scaling BPO operations.
Strong understanding of BPO processes, key performance indicators, and compliance requirements.
Experience managing call center operations and developing standard operating procedures.
Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments.
Proficiency in operational tools and technologies.

Responsibilities

Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures.
Develop and implement operational policies, standard operating procedures, 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 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 key performance indicators and service-level agreements, driving continuous improvement and operational efficiency.
Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership.

Desired Qualifications

A master's degree is preferred.

Operations Manager- BPO

Tatu City · Tatu City, Kenya · Full-time · Posted 2025-11-03

Workplace: on_site

Description

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.

Apply

Apply at Tatu City

About the Company

Tatu City

Special Economic Zone for industrial development

Tatu City develops Kenya’s first operational Special Economic Zone (SEZ) and a 5,000-acre mixed-use city created by Rendeavour. It provides infrastructure-ready plots and fully developed spaces across industrial, residential, office, and educational uses within an SEZ designed to ease permits and services for businesses, backed by international investors. It differentiates itself by offering a government-recognized SEZ plus a complete ecosystem—homes, offices, schools, and recreation—within one regulated, long-term project. Its goal is to accelerate Kenya’s economic growth by attracting investment and enabling companies to set up, hire people, and expand, aligned with Vision 2030.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Nakuru, Kenya
Founded: 2008

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