Delivery Hero

2 months ago

BPO Performance Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Monitor BPO performance against SLAs and KPIs, analyze trends, and provide actionable insights. Identify gaps and coordinate with vendors and internal stakeholders to implement corrective actions. Partner with BPO teams to maintain service quality, deliver data-driven vendor reporting, and foster strong, accountable relationships with BPO partners.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

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.

Key Requirements

•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 data — able to compile reports, identify basic trends, and flag anomalies.
•Fluency in English required; additional regional language is a plus.

Experience:1-2 yearsBPOTelesalesMerchant management

Skills:CommunicationOrganizationData analysisReportingStakeholder management

Languages:English

Tech Stack:Google WorkspaceSheetsSlidesDocsCRMQA tools

Company Brief

Delivery Hero

Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

2 months ago

BPO Performance Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

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.

Key Requirements

•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 data — able to compile reports, identify basic trends, and flag anomalies.
•Fluency in English required; additional regional language is a plus.

Experience:1-2 yearsBPOTelesalesMerchant management

Skills:CommunicationOrganizationData analysisReportingStakeholder management

Languages:English

Tech Stack:Google WorkspaceSheetsSlidesDocsCRMQA tools

Company Brief

Delivery Hero

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor