BPO Performance Specialist

• 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.

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