# 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](https://apply.workable.com/tatucity/j/103BFEEC0C/apply)

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