Client Acm - Bilingual

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 ResponsibilitiesTransmit Teleperformance values through leading by exampleParticipate with internal departments to meet client's deliverablesManage a healthy program performance scorecard based on annual strategic plan of the country marketManage to meet Operations financial assumptionsDevelop direct reports and potential Operational leadersExecute GESP, TOPS and regional Operational basicsParticipate in BEST QA executionReport weekly performance to Account ManagerParticipate with Account Manager to support ESAT and employee retention plansReport fraudulent activities such as but not limited: illegal transactions, inappropriate changes, released calls and login-logout.Manage on Client ́s escalations processParticipate fraud risk assessment and ensure proper controls are in place and documented in TP ...