Partner & Performance Lead

As our Partner & Performance Lead, you are the strategic bridge between Mobile Vikings and our external customer service partner. You won’t just track numbers; you will own the performance relationship, balancing operational rigor with a human touch. Your mission is to drive seamless collaboration and actionable insights across both internal teams and external stakeholders. In short: you ensure our service quality is legendary, our processes are efficient, and our partners feel like part of the Viking clan.

Great. So, your main responsibilities would be to…

Drive Partner Performance

• Own the relationship: Be the primary point of contact for our external sourcing partner, fostering a transparent and strong partnership.
• Steer the rhythm: Lead daily check-ins, weekly syncs, and monthly business reviews to monitor key
  metrics quality, Efficiency, Productivity, CSAT, SLA adherence).
• Turn data into action: Monitorservice KPIs, identify trends, and translate them into concrete escalation plans or optimization strategies.
• Continuous improvement: Collaborate with the partner to drive corrective actions and initiatives that boost outcomes.
• Bridge the gap: Regularly visit our sites in Ghent and Meknes (Morocco) to maintain alignment and strong personal connections.

Elevate Internal Performance

• Challenge the status quo: Track operational trends and constructively challenge First Line, WFM, and Operational Excellence leads to sharper processes and service levels.
• Align priorities: Ensure targets, forecasts, staffing, and operational goals are perfectly synced between teams.
• Close the loop: Manage escalations and recurring issues to ensure consistent service delivery, leaving no gaps in our processes.
• Feed the improvement cycle: Let’s take those operational signals and turn them into real improvements for our tools, content, or workflows. We’ll set up clear ways to gather feedback to make that happen.
• Unify the journey: Work with different teams to make the whole customer journey smooth and awesome, keeping the customer experience top-notch.

• Who has solid experience in customer operations, BPO/Vendor Management, or Performance Management.
• Who possesses a strong analytical mindset, you speak “data” fluently and know how to turn a spreadsheet into a strategy.
• Who is a confident communicator able to constructively challenge both internal stakeholders and external partners.
• Who is proactive,solution-oriented, and thrives in cross-functional work.
• Who masters the art of balancing strict operational rigor with empathetic relationship management.
• Who is proficient in French. (English is ourcompany language, so itis also amust. Dutch comes in handy.)
• Who is looking to grow within a vibrant, dynamic company culture?
• Who, after reading all this says, This is it!”

• A diversified job with real responsibility and contribution.
• The possibility to make a difference while rocking an empowering role! At Mobile Vikings, we work hard, but the right to disconnect is equally important.
• The chance to work in a cool office at least 2 days a week. Imagine walking into a space thoughtfully designed with modern aesthetics and vibrant colors. Our offices are an extension of our culture.
• The best colleagues from around the world. We are a diverse group, and while our company language is
  English, we also speak in puns and memes ;-).
• Let’s the delicious coffee accompanied by the (more than) occasional snacks.

Is this all you ever hoped for? Then don’t waste time and apply! Send us an email at jobs@mobilevikings.be with:

• A letter of motivation.
• Your CV.

Let’s do this!