Delivery Hero
Internet
BPOPerformanceSpecialist(EU/TR)
“BPO Performance Specialist (EU/TR) at Delivery Hero. Skills: performance metrics, SLA/KPI frameworks, vendor management, problem-solving, analytical abilities, communication, collaboration. 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; analyzing trends and providing actionable insights; Identify performance gaps; ensure consistent service quality and operational efficiency; Provide transparent, data-driven reporting to internal stakeholders on vendor performance; ensure accountability and effective communication
Industry & Context.
problem-solving; analytical abilities
What They're Looking For.
Must Have
Solid understanding of performance metrics, SLA/KPI frameworks, and vendor management., problem-solving and analytical abilities to identify performance gaps and opportunities., Effective communication and collaboration skills with the ability to influence across teams., Ability to work independently while managing multiple priorities.
Nice to Have
Knowledge of continuous improvement methodologies is a plus.
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; Effective communication and collaboration skills with the ability to influence across teams; Build and maintain working relationships with BPO partners
Communication Scope
Effective communication; collaboration skills; Ability to influence across teams
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