Senior BPO Team Lead – Ghana HQ | M-KOPA

Where Customer Experience Meets Operational Excellence

You're good at this. You know it. Your team knows it. Your manager knows it. You can read a contact centre floor the way a conductor reads an orchestra — you know when the tempo is off, which sections need attention, and how to bring everything back into harmony before the audience even notices.

So here's the question: are you doing that work somewhere it actually matters beyond the numbers?

M-KOPA is looking for a Senior BPO Team Lead to be based at our Ghana headquarters. And if you've been watching us grow — or if this is the first you're hearing of us — here's why this moment is different.

The Scale Behind the Role

M-KOPA is a financial technology company built for Africa, not imported from elsewhere. We provide asset financing, smartphones, solar energy, and e-motorbikes to customers who have historically been excluded from traditional financial services. Today, we serve 7 million customers across the continent, up from 5 million just a year ago. We've unlocked more than $2 billion in credit, and 86% of our customers report meaningful improvements in their quality of life. 55% are accessing financial products and services for the very first time.

Our customer base isn't a market segment. They're smallholder farmers who now have light to work by after sunset. Riders who are saving $5.62 every single day because they switched to one of our e-motorbikes. Parents who, for the first time, have a smartphone that connects them to opportunity.

When our contact centre delivers — when SLAs are met, when agents are coached well, when customer issues are resolved with care — those outcomes ripple out into real lives. That's the weight this role carries. And for the right person, that weight feels like purpose, not pressure.

Why this timing matters

You may have noticed M-KOPA hiring across multiple functions and geographies. That's deliberate. We're building the operational infrastructure to carry us from 7 million to 10 million customers, and Ghana is central to that journey. This isn't about filling a seat — it's about bringing in a leader who can help shape how our BPO function operates at scale. The decisions made now about team structure, performance culture, coaching frameworks, and process efficiency will define how we serve the next wave of customers. That's the window you'd be stepping into.

What makes this role different

Most BPO leadership roles ask you to maintain. This one asks you to build. Working closely with the Deputy Operations Manager, you'll have real visibility into operational strategy — not just execution. You'll guide Team Leads and agents through performance conversations that genuinely develop people, not just manage metrics. You'll identify inefficiencies and actually have the latitude to fix them. And you'll do all of this inside a company where the mission isn't a slide in the onboarding deck — it's the reason 35,000 agents wake up and go to work every morning.

Your current role may give you numbers to hit. This role gives you numbers that represent people.

What You Bring

• Demonstrable experience in BPO, contact centre, or customer service operations — you understand the rhythms, the pressures, and what separates a high-performing floor from a struggling one.

• Proven track record in a leadership or supervisory capacity within a BPO or call centre environment, with the ability to develop Team Leads, not just manage them.

• A sharp analytical mind that can move between performance data and people conversations without losing context — you use reports to tell stories, not just fill templates.

What your days actually look like

You'll start the week reviewing performance dashboards and flagging early warning signals before they become SLA breaches. You'll sit in on coaching sessions — sometimes running them, sometimes observing Team Leads and giving them feedback on their feedback. You'll work through operational bottlenecks with the Deputy Operations Manager, turning pattern recognition into process recommendations. When critical issues escalate, you'll be the calm in the room — the person who's already thought three steps ahead.

You'll prepare reports that drive decisions, not ones that sit in inboxes. You'll champion quality standards not because compliance requires it, but because you understand what inconsistent quality costs a customer who already had to work hard to trust a financial services company in the first place.

This role is demanding. The environment moves fast, the expectations are high, and the complexity scales with the business. If you're the kind of leader who finds that energising rather than exhausting — you're probably exactly who we're looking for.

The reality is this: M-KOPA is at an inflection point. Ghana is a priority market. Customer care isn't a support function here — it's a growth lever. And we need someone who leads from that understanding.

If you're reading this and thinking, I've been doing this work for a while, and I want it to mean more — that's probably the signal worth following.

Let's have a conversation.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.