Client ACM - Bilingual

Teleperformance

México

On-site

MXN 35,000 - 50,000

Full time

14 days+

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Job summary

Teleperformance seeks an ACM in Mexico to lead the business unit focused on ensuring excellent client satisfaction and program profitability. You will oversee the performance scorecard, manage client escalations, and develop your team's potential. Candidates should have 1.5 years of management experience in the contact center industry, proficiency in MS Office, and strong knowledge of performance metrics. A Bachelor's degree is preferred, and bilingual proficiency in English and Spanish is required.

Qualifications

1.5 years in a management position, preferably in contact center.
Bachelor’s degree preferred in Engineering, Science, or Law.
Experience with customer satisfaction metrics (CSAT).

Responsibilities

Manage program performance and client satisfaction.
Develop operational leaders and support performance assessments.
Participate in fraud risk assessment and ensure effective controls.

Skills

Management skills

Customer support knowledge

Performance metrics monitoring

MS Office proficiency

Call Center Systems knowledge

English proficiency

Spanish fluency

Education

Bachelor’s degree or currently studying

Tools

MS Office

AVAYA CMS Supervisor

CRM tools

Job description

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: 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