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 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 assessm...