Global BPO Performance Leader & Delivery Manager

Trip.com Travel Singapore Pte; City of Edinburgh; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

A global travel services company is seeking a Performance Delivery Manager - BPO to drive operational excellence across their BPO partner network. The successful candidate will monitor performance metrics while ensuring outstanding customer experiences. Ideal applicants will have 3+ years of BPO operations experience, strong analytical skills, and the ability to manage escalations. The role offers various employee benefits including generous leave, health plans, and hybrid working options in Edinburgh.

Benefits

33 days annual leave

Health cash back plan

Life insurance worth 4x your annual salary

Free on-site gym

Qualifications

• 3+ years' experience in BPO operations or vendor management.
• Proven ability to translate data insights into action.
• Experience handling escalations and managing KPIs.

Responsibilities

• Monitor and analyse key performance metrics, including KPIs and NPS.
• Act as the main point of contact for partner operations.
• Support recruitment and onboarding across BPO sites.

Skills

Analytical skills

Organisational skills

Problem-solving skills

Presentation skills

Stakeholder management

Multitasking

Job description

A global travel services company is seeking a Performance Delivery Manager - BPO to drive operational excellence across their BPO partner network. The successful candidate will monitor performance metrics while ensuring outstanding customer experiences. Ideal applicants will have 3+ years of BPO operations experience, strong analytical skills, and the ability to manage escalations. The role offers various employee benefits including generous leave, health plans, and hybrid working options in Edinburgh.