Delivery Hero
Internet
BPOPerformanceSpecialist
“BPO Performance Specialist at Delivery Hero. Skills: BPO performance management, vendor management, stakeholder management, operational metrics, resource planning, continuous improvement. Monitor BPO performance against agreed SLAs and KPIs, analyzing trends and providing actionable insights. Identify performance gaps and collaborate with vendors and internal stakeholders on corrective and preventive actions”
What You'll Achieve.
Monitor BPO performance against agreed SLAs and KPIs; ensure consistent service quality and operational efficiency
Industry & Context.
analyzing trends and providing actionable insights; Identify performance gaps; identify basic trends, and flag anomalies
What They're Looking For.
Must Have
1–2 years of experience in BPO operations, telesales support, merchant management, or a related commercial function, Basic understanding of BPO performance management concepts (SLAs, KPIs, action plans), Comfortable working with data — able to compile reports, identify basic trends, and flag anomalies, Clear and structured communicator — able to coordinate with vendors and internal stakeholders professionally, Fluency in English, Organized, detail-oriented, and able to manage multiple priorities in a fast-moving environment
Nice to Have
Experience in or exposure to telesales or merchant acquisition workflows is an advantage, additional regional language is a plus, familiarity with CRM or QA tools is a bonus
What You'll Do.
Monitor BPO performance against agreed SLAs and KPIs
analyzing trends and providing actionable insights
Identify performance gaps and collaborate with vendors and internal stakeholders on corrective and preventive actions
Partner with BPO teams to ensure consistent service quality and operational efficiency
data-driven reporting to internal stakeholders on vendor performance
Build and maintain working relationships with BPO partners to ensure accountability and effective communication
How You'll Work.
Team & Collaboration
collaborate with vendors and internal stakeholders; Partner with BPO teams; coordinate with vendors and internal stakeholders professionally
Communication Scope
Clear and structured communicator; able to coordinate with vendors and internal stakeholders professionally; Fluency in English
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