Client ACM - Bilingual

Teleperformance; México; Presencial; MXN 35.000 - 50.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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).

Responsabilidades

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

Conocimientos

Management skills

Customer support knowledge

Performance metrics monitoring

MS Office proficiency

Call Center Systems knowledge

English proficiency

Spanish fluency

Educación

Bachelor’s degree or currently studying

Herramientas

MS Office

AVAYA CMS Supervisor

CRM tools

Descripción del empleo

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

• 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