The opportunity
Location: Berlin, Germany (office-first setup )
What you'll do
Track productivity and efficiency KPIs across all outsourcing partners, spot: deviations early, and push for corrective action before issues escalate
Investigate the root causes behind performance dips, such as productivity: drops, rising backlogs, or slipping schedule adherence, and turn findings into clear, prioritised improvement plans
Build onboarding and readiness processes so new agents reach full: productivity quickly across all partner sites
Design and roll out process and tooling improvements in partnership with: Business Architecture, Enablement, Change Management, CRM, and Data/BI teams
Prepare data driven agendas for vendor business reviews, track agreed: actions, and escalate when partners fall short of targets
Support vendor negotiations with performance analysis and scenario modelling to improve cost per interaction
