Senior BPO Commercial Performance Specialist
Senior BPO Commercial Performance Specialist
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1 Vacancy
Job Description
BPO Performance Management
Monitor outsourced vendors performance against SLAs and KPIs for both service and commercial metrics.
Conduct comprehensive performance reviews and trend analyses to identify risks deficiencies and areas for enhancement.
Develop and implement corrective action plans for underperforming vendors ensuring thorough root cause analysis and effective followup.
Ensure BPOs adhere to all contractual obligations and maintain a consistent superior service standard.
Commercial Operations Oversight (Telesales Onboarding Merchant Management)
Supervise BPO teams responsible for telesales merchant onboarding and partner lifecycle management.
Ensure BPO sales and service practices align with foodpandas standards and commercial objectives.
Drive performance on critical commercial KPIs including call volumes conversion rates documentation accuracy and partner satisfaction.
Serve as a subject matter expert and the primary point of escalation for BPOs regarding commercial process issues.
Collaboration & Reporting
Establish and maintain strong collaborative relationships with BPO vendors and internal stakeholders (e.g. Commercial Strategy Product Quality).
Conduct regular performance synchronization meetings and business reviews with key vendor representatives.
Provide detailed performance reports indepth analyses and datadriven insights to stakeholders.
Lead continuous improvement initiatives with BPOs to optimize workflows automation and costeffectiveness.
Qualifications :
Minimum of 2 years of experience in BPO performance management telesales operations or commercial enablement roles.
Demonstrated ability to lead performance governance with external vendors and internal crossfunctional teams.
Experience in telesales or merchant acquisition is highly desirable.
Strong analytical skills with the capacity to interpret data identify trends and recommend strategic measures.
Exceptional communication and stakeholder management abilities.
Fluency in English is required for all communication across BPO operations.
Proficiency with Google Workspace and CRM tools (Salesforce experience is advantageous).
Resilient solutionsoriented and able to thrive in a dynamic fastpaced environment.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
