Senior BPO Commercial Performance Specialist

Job Description

BPO Performance Management

Monitor outsourced vendors' performance against SLAs and KPIs for both service and commercial metrics.

Conduct comprehensive performance reviews and trend analyses to identify risks, deficiencies, and areas for enhancement.

Develop and implement corrective action plans for underperforming vendors, ensuring thorough root cause analysis and effective follow-up.

Ensure BPOs adhere to all contractual obligations and maintain a consistent, superior service standard.

Commercial Operations Oversight (Telesales, Onboarding, Merchant Management)

Supervise BPO teams responsible for telesales, merchant onboarding, and partner lifecycle management.

Ensure BPO sales and service practices align with foodpanda’s standards and commercial objectives.

Drive performance on critical commercial KPIs, including call volumes, conversion rates, documentation accuracy, and partner satisfaction.

Serve as a subject matter expert and the primary point of escalation for BPOs regarding commercial process issues.

Collaboration & Reporting

Establish and maintain strong, collaborative relationships with BPO vendors and internal stakeholders (, Commercial, Strategy, Product, Quality).

Conduct regular performance synchronization meetings and business reviews with key vendor representatives.

Provide detailed performance reports, in-depth analyses, and data-driven insights to stakeholders.

Lead continuous improvement initiatives with BPOs to optimize workflows, automation, and cost-effectiveness.

Qualifications

Minimum of 2 years of experience in BPO performance management, telesales operations, or commercial enablement roles.

Demonstrated ability to lead performance governance with external vendors and internal cross-functional teams.

Experience in telesales or merchant acquisition is highly desirable.

Strong analytical skills, with the capacity to interpret data, identify trends, and recommend strategic measures.

Exceptional communication and stakeholder management abilities.

Fluency in English is required for all communication across BPO operations.

Proficiency with Google Workspace and CRM tools (Salesforce experience is advantageous).

Resilient, solutions-oriented, and able to thrive in a dynamic, fast-paced environment.