BPO Performance Specialist (EU/TR)

Job description

Key Responsibilities

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

Solid understanding of performance metrics, SLA/KPI frameworks, and vendor management. Strong problem-solving and analytical abilities to identify performance gaps and opportunities. Effective communication and collaboration skills with the ability to influence across teams. Knowledge of continuous improvement methodologies is a plus. Ability to work independently while managing multiple priorities.