BPO Performance Specialist

Delivery Hero
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 1-2 yearsSkills: ["Communication","Organization","Data analysis","Reporting","Stakeholder management"]

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.

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FursaFursa
Delivery Hero
Delivery Hero
3 months ago

BPO Performance Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 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
Glassdoor: 3.4
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