BPO Performance Specialist
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Provide transparent data-driven reporting to internal stakeholders on vendor performance.
Build and maintain strong working relationships with BPO partners to ensure accountability and effective communication.
Qualifications :
12 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).
Experience in or exposure to telesales or merchant acquisition workflows is an advantage.
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 required; additional regional language is a plus.
Proficient in Google Workspace (Sheets Slides Docs); familiarity with CRM or QA tools is a bonus.
Organized detail-oriented and able to manage multiple priorities in a fast-moving environment.
Remote Work :
No
Employment Type :
Full-time
About Company
As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more
