BPO Performance & Analytics Lead

Yemeksepeti; Fatih; On-site; TRY 60,000 - 80,000; Full time

Job summary

Yemeksepeti is looking for a professional to manage BPO partners' performance, ensuring service quality and delivering data-driven reports. The ideal candidate will understand performance metrics and vendor management. Responsibilities include monitoring performance against SLAs and KPIs, collaborating with internal teams and vendors to improve service levels, and building strong relationships. This role requires independent work while managing multiple priorities. Join a team that values excellence and leadership principles.

Qualifications

• 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.

Responsibilities

• Monitor BPO performance against agreed SLAs and KPIs, analyzing trends and providing actionable insights.
• Identify performance gaps and collaborate with vendors on corrective actions.
• Partner with BPO teams to ensure consistent service quality.

Skills

Performance metrics understanding

Analytical abilities

Effective communication

Vendor management

Job description

Yemeksepeti is looking for a professional to manage BPO partners' performance, ensuring service quality and delivering data-driven reports. The ideal candidate will understand performance metrics and vendor management. Responsibilities include monitoring performance against SLAs and KPIs, collaborating with internal teams and vendors to improve service levels, and building strong relationships. This role requires independent work while managing multiple priorities. Join a team that values excellence and leadership principles.