BPO Performance Specialist (EU/TR)

Delivery Hero
Istanbul
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Communication","Analytical","Problem-solving","Collaboration","Influence"]

Monitor BPO performance against SLAs and KPIs, analyze trends, and provide actionable insights. Identify gaps, collaborate with vendors and internal teams on corrective actions, ensure consistent service quality, provide data-driven vendor performance reporting, and build strong relationships with BPO partners to drive accountability and efficiency.

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FursaFursa
Delivery Hero
Delivery Hero
4 months ago

BPO Performance Specialist (EU/TR)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Monitor BPO performance against SLAs and KPIs, analyze trends, and provide actionable insights. Identify gaps, collaborate with vendors and internal teams on corrective actions, ensure consistent service quality, provide data-driven vendor performance reporting, and build strong relationships with BPO partners to drive accountability and efficiency.
Location: Istanbul
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

  • •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.
Skills:CommunicationAnalyticalProblem-solvingCollaborationInfluence
Languages:EnglishTurkish

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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