MidFull TimeENNorth America
Overview
Acts as the first client liaison developing a strong partnership with them, making their clients life as simple as possible. Lead the Partner Cluster formed by clients assigned.
Key Responsibilities and Accountabilities
• Coordinate internal departments and Operations to meet client’s deliverables and goals.
• Execute K.SAT action plans and make sure they are implemented appropriately and in a
timely manner to achieve K.SAT targets. Host client visits locally as accorded and needed
to improve K.SAT.
• Use Lean Six Sigma methodology to develop action plans to achieve clients’ KPI targets.
• Maintain a consistent global business review cycle (weekly, monthly, quarterly and
yearly) for Client key performance indicators.
• Ensure compliance on acknowledge communications.
• Lead TP Frontline innovation projects to partner with client on improvements.
• Control and improve efficiency metrics.
• Manage a healthy program performance scorecard based on annual strategic plan of the
market.
• Develop direct reports and potential Operational leaders through JUMP & EXCEL.
• Execute GECSP, TOPS, BEST AM, BEST QA and regional Operations basics.
• Perform contractual compliance process and achieve SLAs.
• Elaborate client needs assessment and proposes resources needed.
• Create, map and develop business opportunities and exceed targets based on client
needs.
• Manage operations delivery through High Tech, High Touch and operational rigor using
Lean Six Sigma.
• Execute Teleperformance GECSPs on an ongoing basis & participate in the compliance of
Teleperformance operating standards.
• Drive and promote innovations using TP Frontline methodology.
• Manage to meet revenue, gross margin and gross profit budget.
• Develop the teams assigned, ensuring the established profitability of each program.
• Execute ESAT plans together with HRBPs. Develop and implement KSAT plans to meet
annual targets.
• Create a farming plan based on thorough understanding of the client needs and getting annual
targets.
• Report Gross profit deviations and action plan to the direct leader on a weekly basis.
• Control operations financial assumptions.
• Participate with HRBP Manager and Operations Director to support ESAT and employee
retention plans.
• Follow up on Client´s escalations process.
• Elaborate security risk assessment (SRA), ensure proper controls are in place and documented in
TP control.
• Ensure healthy staffing levels through the support of the Operations, WFM, ITAL & Training.
• Comply with Information Security policies within client's operations.
• Drive the prospecting, recruiting and selection of management positions within the PaClr Unit.
• Supervise do not have fraudulent activities such as illegal transactions, inappropriate changes,
released calls and login-logout.
• Follow up on Client´s escalations process.
• Ensure the staffing knowledge levels and the Head Count required to the operation through the
support of the Operations, WFM, ITAL & Training.
• Escalate to the Partner Cluster Leader (PCL) any deviation that is out off to the parameters for
escalation, as per calibration.
• Report on a daily and monthly basis to the PCL, the PaClr Unit PNL and explain deviations versus
targets.
• Report daily to the PCL progress regarding the clients’ operational KPIs.
• Ensure compliance of the PaClr Unit operations with the Group’s BEST, including TOPS.
• Assess and audit the PaClr Unit’s PNL quarterly, to improve its accuracy.
• Manage the assigned PaClr Unit’s costs and expenses, by reducing or investing in resources as
determined appropriate to increase K.SAT, as long as the PaClr Unit’s PNL targets are achieved.
• Lead the HRBP assigned exclusively to the PaClr, or coordinate if assigned partially, to ensure a
quarterly E.SAT action plan is created, implemented according to the planning and in a timely
manner, in order to achieve E.SAT targets for the PaClr Unit clients. Transmit Teleperformance
values through leading by example.
• Co-Lead client related actions within tactical plan in collaboration with Regional Operations
Director, along with Regional Account Managers.
• Develop direct reports and potential Operational leaders.
• Manage a healthy region performance scorecard based on annual strategic plan of the sub region and client needs.
Education and Specific Training
• Industrial engineering, business administration or similar.
• Master of Business Administration (MBA) degree desired
• English proficiency and MS Office proficiency required
Work Experience
• 3 to 5 years proven managerial experience.
• Have call center experience, management skills and experience negotiating with clients.
• Knowledge of business and management principles (budgeting, strategic planning,
resource allocation and human resources). Familiarity with industry standard
equipment and technical expertise
Special Certifications
• TOPS
• BEST AM Certification (to be completed during first available certification process)
• JUMP Manager Program (desired)
• Lean Six Sigma Yellow Belt (Life @ TP) or COPC (desired)
• COPC Lean Six Sigma Green Belt (desired)
Technical Skills
• Proficiency in Microsoft Office standard tools (Outlook, Excel, Word and PowerPoint)
• Knowledge around Contact Center Systems (AVAYA CMS Supervisor (or equivalent))
• High negotiation skills
• Quality tools such as root cause analysis, cause and effect diagrams, histograms or
control charts
• Human Resources processes
• Co responsible for Facilities Management processes (Grand fathering)
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