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 Saa S 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
Job Info
Job Identification 34624
Job Category ACM
Posting Date 04/29/2026, 02:07 AM
Apply Before 04/30/2026, 08:00 PM
Job Schedule Full time

📌 Client acm - bilingual (Ciudad de México)
🏢 Teleperformance
📍 Ciudad de México