BPO Performance Specialist (EU/TR)

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 part of the Delivery Hero Group, the world’s pioneering local delivery platform. Our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide, with our headquarters in Berlin, Germany.

Job Description

This role involves managing the performance of BPO partners, ensuring consistent service quality, and providing data-driven reporting to internal stakeholders.

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.

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.
• Knowledge of continuous improvement methodologies is a plus.
• Ability to work independently while managing multiple priorities.

Additional Information

At Yemeksepeti, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us.