Job Description

Key Responsibilities and Accountabilities:

 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 accuracyTPNSN-based tasks:

 Managing Agent Attendance

 Maintain awareness of agents’ status at all times

 Monitor throughout the day

 Individual and Team Conformance