Job Description

The ACM is responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents.

Key Responsibilities

· Transmit Teleperformance values through leading by example

· Participate with internal departments to meet client’s deliverables

· Manage a healthy program performance scorecard based on annual strategic plan of the country market

· Manage to meet Operations financial assumptions

· Develop direct reports and potential Operational leaders

· Execute GESP, TOPS and regional Operational basics

· Participate in BEST QA execution

· Report weekly performance to Account Manager

· Participate with Account Manager to support ESAT and employee retention plans

· Report fraudulent activities such as but not limited: illegal transactions, inappropriate changes, released calls and login-logout.

· Manage on Client´s escalations process

· Participate fraud risk assessment and ensure proper controls are in place and documented in TP control.

· Supervise payroll accuracy.

Education & Specific Training.

· Bachelor’s degree or currently studying with 25% completion

· Preference of bachelor: Engineering, Science & Law

Work Experience

1.5 years on a management position, preferably from the contact center industry.

Technical Skills

• 2+ years experience in Specific SaaS support knowledge: customer segmentation, integrations, product releases, or support tooling context

• Experience in Monitor performance metrics and KPIs (especially in customer satisfaction CSAT) and provide actionable insights and feedback to help team members improve and thrive.

• Intermediate usage of MS Office standard tools (Outlook, Excel, Word and Power point)
  
  • Intermediate knowledge of Call Center Systems (AVAYA CMS Supervisor (or equivalent))
  
  • Quality tools:
  
  Root cause analysis
  
  • Cause and effect diagrams
  
  • Histograms
  
  • Control Charts
  
  • Client Relationship Management System (CRM).
  
  • Nearshore market: English proficiency level 3 / Spanish native or fluent

At TP México, consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.

At TP we celebrate and value diversity