Job Description

Acts as the first client liaison developing a strong partnership with them, making their clients life as simple as possible. Lead the Partner Cluster formed by clients assigned.

Key Responsibilities and Accountabilities

• Coordinate internal departments and Operations to meet client’s deliverables and goals.

• Execute K.SAT action plans and make sure they are implemented appropriately and in a

timely manner to achieve K.SAT targets. Host client visits locally as accorded and needed

to improve K.SAT.

• Use Lean Six Sigma methodology to develop action plans to achieve clients’ KPI targets.

• Maintain a consistent global business review cycle (weekly, monthly, quarterly and

yearly) for Client key performance indicators.

• Ensure compliance on acknowledge communications.

• Lead TP Frontline innovation projects to partner with client on improvements.

• Control and improve efficiency metrics.

• Manage a healthy program performance scorecard based on annual strategic plan of the

market.

• Develop direct reports and potential Operational leaders through JUMP & EXCEL.

• Execute GECSP, TOPS, BEST AM, BEST QA and regional Operations basics.

• Perform contractual compliance process and achieve SLAs.

• Elaborate client needs assessment and proposes resources needed.

• Create, map and develop business opportunities and exceed targets based on client

needs.

• Manage operations delivery through High Tech, High Touch and operational rigor using

Lean Six Sigma.

• Execute Teleperformance GECSPs on an ongoing basis & participate in the compliance of

Teleperformance operating standards.

• Drive and promote innovations using TP Frontline methodology.

• Manage to meet revenue, gross margin and gross profit budget.

• Develop the teams assigned, ensuring the established profitability of each program.

• Execute ESAT plans together with HRBPs. Develop and implement KSAT plans to meet

annual targets.

• Create a farming plan based on thorough understanding of the client needs and getting annual

targets.

• Report Gross profit deviations and action plan to the direct leader on a weekly basis.

• Control operations financial assumptions.

• Participate with HRBP Manager and Operations Director to support ESAT and employee

retention plans.

• Follow up on Client´s escalations process.

• Elaborate security risk assessment (SRA), ensure proper controls are in place and documented in

TP control.

• Ensure healthy staffing levels through the support of the Operations, WFM, ITAL & Training.

• Comply with Information Security policies within client's operations.

• Drive the prospecting, recruiting and selection of management positions within the PaClr Unit.

• Supervise do not have fraudulent activities such as illegal transactions, inappropriate changes,

released calls and login-logout.

• Follow up on Client´s escalations process.

• Ensure the staffing knowledge levels and the Head Count required to the operation through the

support of the Operations, WFM, ITAL & Training.

• Escalate to the Partner Cluster Leader (PCL) any deviation that is out off to the parameters for

escalation, as per calibration.

• Report on a daily and monthly basis to the PCL, the PaClr Unit PNL and explain deviations versus

targets.

• Report daily to the PCL progress regarding the clients’ operational KPIs.

• Ensure compliance of the PaClr Unit operations with the Group’s BEST, including TOPS.

• Assess and audit the PaClr Unit’s PNL quarterly, to improve its accuracy.

• Manage the assigned PaClr Unit’s costs and expenses, by reducing or investing in resources as

determined appropriate to increase K.SAT, as long as the PaClr Unit’s PNL targets are achieved.

• Lead the HRBP assigned exclusively to the PaClr, or coordinate if assigned partially, to ensure a

quarterly E.SAT action plan is created, implemented according to the planning and in a timely

manner, in order to achieve E.SAT targets for the PaClr Unit clients. Transmit Teleperformance

values through leading by example.

• Co-Lead client related actions within tactical plan in collaboration with Regional Operations

Director, along with Regional Account Managers.

• Develop direct reports and potential Operational leaders.

• Manage a healthy region performance scorecard based on annual strategic plan of the sub region and client needs.

Education and Specific Training

• Industrial engineering, business administration or similar.

• Master of Business Administration (MBA) degree desired

• English proficiency and MS Office proficiency required

Work Experience

• 3 to 5 years proven managerial experience.

• Have call center experience, management skills and experience negotiating with clients.

• Knowledge of business and management principles (budgeting, strategic planning,

resource allocation and human resources). Familiarity with industry standard

equipment and technical expertise

Special Certifications

• TOPS

• BEST AM Certification (to be completed during first available certification process)

• JUMP Manager Program (desired)

• Lean Six Sigma Yellow Belt (Life @ TP) or COPC (desired)

• COPC Lean Six Sigma Green Belt (desired)

Technical Skills

• Proficiency in Microsoft Office standard tools (Outlook, Excel, Word and PowerPoint)

• Knowledge around Contact Center Systems (AVAYA CMS Supervisor (or equivalent))

• High negotiation skills

• Quality tools such as root cause analysis, cause and effect diagrams, histograms or

control charts

• Human Resources processes

• Co responsible for Facilities Management processes (Grand fathering)

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