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.
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Intermediate usage of MS Office standard tools (Outlook, Excel, Word and Power point)
• Intermediate knowledge of Call Center Systems (AVAYA CMS Supervisor (or equivalent))