The Role
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.
Sounds like a blast?
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.
Because you're the one...
* 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"
In return, you get...
* 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 with:
* A letter of motivation.
* Your CV.
Let's do this