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About the Role
As our Vendor Operations Analyst, you will be the person who keeps our BPO partners performing at their best. You'll own operational performance governance across our outsourced partners, tracking KPIs, running governance cadences, diagnosing performance issues, and driving improvements to ensure vendors are consistently accountable to the SumUp standard. You are the link between operational data and real-world results.
Responsibilities
- 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 with the workforce management team.
- 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.
Requirements
- Experience investigating operational underperformance, such as productivity dips, rising backlogs, schedule adherence issues and turning findings into clear, prioritised, improvement plans.
- Track record of documenting and standardising operational processes so they're clear, repeatable and easy for other teams to follow and maintain.
- Comfort coordinating improvement projects across multiple internal teams, such as workforce management, enablement and data teams, managing dependencies and keeping stakeholders aligned without formal authority.
- Working knowledge of SQL and experience with CRM or BI platforms (such as Salesforce, Zendesk, Tableau, or Looker) to pull data independently and build operational performance reports.
- Background in a BPO or outsourced operations environment, with hands on experience supporting vendor performance governance and KPI tracking.
Skills
- SQL
- CRM platforms
- BI platforms
- Salesforce
- Zendesk
- Tableau
- Looker
Location
- Berlin, Germany
Work Type
- Full-time
- permanent
- office-first setup
Benefits
- Enrolment onto our Virtual Stock Option programme
- A dedicated annual L&D budget of €2000 for your individual development
- A corporate pension scheme where we match up to 20% of your contributions
- 28 days of paid leave plus public holidays and special leave days
- Urban Sports Club subsidy
- Kita placement assistance
- Subsidised office lunches
- 1-month sabbatical after 3 years of service
- Referral Bonus
About the Company
- At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 39 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
- Our commitment to small businesses is reflected in our diverse team of over 4,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset.
- Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success.
- We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth.
- Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
Equal Opportunity
- SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce.
- We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy.
- Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.