BPO Performance Specialist
Delivery Hero · Kuala Lumpur, , Malaysia
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About the role
• 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.
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.
Clear and structured communicator — able to coordinate with vendors and internal stakeholders professionally.
Fluency in English required; additional regional language is a plus.
Proficient in Google Workspace (Sheets, Slides, Docs); familiarity with CRM or QA tools is a bonus.
Organized, detail-oriented, and able to manage multiple priorities in a fast-moving environment.
Skills
- Excel
- English
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