Senior Client Program Manager: CSAT & Growth

Teleperformance; México; On-site; MXN 35,000 - 50,000; Full time

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

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.