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M
Senior BPO Team Lead
M-KOPA
Posted 3 months agoAccra, Ghana
Location
Accra, Ghana
Job Type
Full-time
Experience
Senior
Category
Customer Service
Job Description
M-KOPA is looking for a
Senior BPO Team
Lead to be based at their
Ghana headquarters.
This role sits where customer experience meets operational excellence.
Working closely with the
Deputy
Operations
Manager, you will have real visibility into operational strategy — not just execution.
You will guide
Team
Leads and agents through performance conversations that genuinely develop people, identify inefficiencies and have the latitude to fix them.
Ghana is a priority market for M-KOPA and customer care is not a support function here — it is a growth lever.
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Requirements
- Demonstrable experience in BPO, contact centre, or customer service operations
- Proven track record in team leadership and performance management in a contact centre environment
- Ability to read floor dynamics and intervene effectively to maintain performance
- Strong coaching and development skills for both agents and junior team leads
- Experience working with operational metrics and KPI management
- Understanding of what separates a high-performing floor from a struggling one
- Ability to thrive in a fast-paced, high-expectation environment
- Commitment to quality that extends beyond metrics to genuine customer care
Responsibilities
- Lead and develop Team Leads and customer care agents on the BPO floor in Ghana
- Work closely with the Deputy Operations Manager on operational strategy and execution
- Monitor floor performance and identify issues before they impact customer experience
- Coach agents and Team Leads through performance conversations that drive genuine development
- Identify operational inefficiencies and implement improvements
- Ensure consistent quality standards across voice and digital customer care channels
- Manage workforce scheduling, attendance, and team adherence to SLAs
- Report on operational KPIs and contribute to strategic planning for Ghana customer care
- Support onboarding and training of new agents and team members
Benefits
- Senior leadership role at M-KOPA Ghana headquarters — a priority market
- Work at one of Africa's fastest growing companies (Financial Times 2022–2025)
- TIME100 Most Influential Companies in the World 2023 and 2024
- Career development programs, coaching partnerships, and on-the-job training
- Purpose-driven work where customer care is a growth lever, not just a support function
How to Apply
Apply through the M-KOPA careers portal.
