Senior Director, Operations - Perú

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

Responsible for planning, managing, and guaranteeing the operational and financial efficiency and the commercial relationship with the corporate client (s) to fulfill the value promise established in the service contract, through the management and optimal administration of the office resources. This person will have three challenges to overcome and transform: strengthening the sales culture, reinforcing governance and process structure, and controlling high attrition.

The Responsibilities & Duties

• Manage, represent and direct the daily activities of one or more operating units.
• Plan and coordinate the execution of strategies to improve profitability, productivity and efficiency in all operations under his charge.
• Manage compliance with Financial, Operational and Corporate KPIs.
• Design and present annual operating budgets and reforecast to the Vice President of Operations.
• Implementing the necessary governance, contractual KPI reporting, and operational cadence.
• Driving a cohesive sales culture to address attrition and team frustration (i.e., introducing huddles and Pitch Offs, etc if not there yet).
• Continuously research, identify and introduce process improvement measures and approve actions or elevate them to a higher level if appropriate.
• Guarantee the implementation of defined corporate security policies and procedures.
• Develop the relationship with the corporate client (s), through operational and strategic actions in favor of the fulfillment of the contractual agreements.
• Generation of farming strategies and development / growth of the accounts in charge.
• Ensure compliance with all Teleperformance HR, Operations and Innovation policies, procedures and initiatives, and ensure that any committed breaches of these corporate policies and procedures are immediately reported to the appropriate Teleperformance management.
• Maintain constant and fluid communication with the Vice President of Operations reporting the relevant day-to-day issues of the accounts in charge.
• Attend to all other responsibilities that, due to the dynamics of his position, are assigned to him.

The Qualifications

• University Professional preferably in areas related to Administration, Engineering and / or Finance. If they do not have a university degree, it can be approved for internal candidates due to the fulfillment of the career plan and external candidates must demonstrate the required work experience.
• Postgraduate and / or Master's degree (optional)
• Between 8 -10 years of BPO managerial experience in inbound / outbound call center or BPO without having a university degree.
• Successfully managed high attrition, multicultural sales team
• A strong track record of cultural change management to drive team energy and execution.
• Certification in lean six sigma yellow belt is highly desirable.
• Fulfillment of career plan is highly desirable for internal candidates.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Culture & Belonging

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.