BPO Performance Specialist

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

• 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).
• Experience in or exposure to telesales or merchant acquisition workflows is an advantage.
• Comfortable working with d...