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: Eng

📌 Client ACM (México)
🏢 Teleperformance
📍 México