Full-Time
Subject Matter Expert
Atento
10,001+ employees
Global CRM and BPO services provider
No salary listed
Miramar, FL, USA
In Person
 Customer Experience & Support (2) |
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- Good product knowledge to apply root cause analysis and support agents with difficult, escalated, or pillar-specific cases and tickets.
- Knowledge of the processes and procedures discussed in training.
- Expertise in an assigned pillar and the ability to answer related questions for both sites.
- Skills to conduct training for incoming agents within an assigned pillar.
- Propose a functional operational structure covering the Miramar and Barcelona sites.
- Manage and report pillar performance, including highlights, lowlights, help-needed items, performance trends, and trend drivers.
- Drive team efficiency and proficiency through one-to-one coaching sessions and a quartile management approach based on observations and quality assurance evaluation results.
- Work closely with workforce management to ensure tickets are handled within the service-level agreement.
- Manage ticket queues and assignments when workforce management is out of shift.
- Communicate performance reports and product-specific updates or issues with the TikTok counterpart.
- Provide support to agents and help close tickets through root cause analysis.
- Train incoming agents for the assigned pillar.
Atento provides global customer relationship management (CRM) and business process outsourcing (BPO) services, with a strong footprint in Latin America and around 400 multinational clients across telecommunications and finance sectors. It offers end-to-end support including customer care, sales optimization, collections, and intelligent automation, coordinating services across roughly 100 contact centers in 14 countries. By combining multi-channel interactions (digital and traditional) with AI and data analytics, Atento manages the entire customer journey under long-term contracts with customized solutions. Its goal is to improve client customer experiences and business results by boosting engagement and sales while lowering operating costs through integrated CRM/BPO services and long-term partnerships.
Company Size
10,001+
Company Stage
Post IPO Equity
Headquarters
Madrid, Spain
Founded
1999
Get referred to Atento
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Simplify's Take
What believers are saying
- August 2026 Francisco Grillo consolidation improves Peru-Mexico nearshore efficiency for U.S. clients.
- May 2026 CLO hire and digital-transformation roles strengthen governance and AI commercialization.
- June 2026 Omilia and July 2026 Cresta deals expand high-margin AI services beyond voice seats.
What critics are saying
- Atento still carries restructuring scars after the 2023 debt-for-equity swap and creditor takeover.
- NYSE delisted ATTO in July 2023, crushing liquidity and signaling permanent public-market weakness.
- If AI clients insource faster, Atento's labor-heavy BPO core erodes before 2027 renewals.
What makes Atento unique
- Atento pairs Latin America nearshore delivery with U.S.-facing AI orchestration across 14 countries.
- June 2026 Cresta partnership embeds agentic AI into Atent.AI, not just outsourcing labor.
- March 2026 Sanas-Thrivin collaboration combines impact sourcing, speech AI, and governed Africa delivery.
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Company News
Atento appoints Francisco Grillo to lead nearshore operations in Peru and Mexico. * The appointment reinforces the company's focus on the efficiency of operations to jointly manage two countries with a clear orientation to the U.S. nearshore * Elia Santillán will continue to lead Mexico's local market operations, reinforcing Atento's historic commitment to the country, while Diego Crespo will assume the direction of Peru operations Miami, August 6th, 2026 - Atento Luxco 1 ("Atento" or "the Company"), one of the world's leading providers of customer experience management and business transformation outsourcing (CXM/BTO) services, has announced strategic changes to its regional management structure. Francisco Grillo, current Country Manager of Peru, will assume the direction of the operations in Peru and Mexico. This consolidation of regions, under the direction of Francisco Grillo, allows the company to be more efficient in its operations while improving the offer of Nearshore services to its customers in the United States. Both Diego Crespo, Country Manager in Peru, and Elia Santillán, Country Manager in Mexico, will focus on strengthening operations in both countries respectively to ensure the best service for local customers. Francisco Grillo has more than 20 years of experience leading BPO and Customer Experience companies. Since the end of 2022, as Country Manager of Atento in Peru, he successfully led the restructuring of the Peru operation, achieving outstanding results in efficiency, customer satisfaction and new business. Previously, he served as CEO of Teleperformance Peru and Allus Global BPO Center, and chaired the Peruvian Association of Customer Experience (APEXO). His deep industry knowledge and strategic vision will be key to enhance nearshore services to the US market. For his part, Elia Santillán has solid experience in business management within the Company. By remaining at the helm of the local operation in Mexico, Elia will focus its efforts on continuing to consolidate Atento's leadership position in one of its most strategic markets, ensuring operational excellence, sustained growth and maximum proximity to local customers. Diego Crespo, who has been with the company for 28 years in Argentina and, since 2017, in Peru, will ensure a broad and consistent vision of the operations in Peru, where in recent years, he has led the programs and processes of technological transformation, in line with the company's strategy. "We optimized our structure to adapt to the needs of each client," said Dimitrius Oliveira, CEO of Atento. "Francisco will drive our nearshore strategy into the U.S., while ensuring exceptional service in every local market, both in Mexico and Peru." "I take on this new challenge with great enthusiasm and with the firm intention of consolidating the operations in Peru and Mexico as platforms of excellence for our clients in the United States," said Francisco Grillo. "We have the talent, infrastructure and operational capabilities necessary to continue driving business transformation in the region and providing differential value to the customer." Through this evolution in its leadership, Atento consolidates a more agile and specialized operating model. The Company thus ensures its ability to offer top-notch BTO solutions, maximizing Latin America's potential as a strategic hub for talent and technology for both the local and international markets. About Atento Atento is the largest provider of customer experience management and business process outsourcing ("CXM BTO") services in Latin America and one of the leading providers globally. Atento is also one of the leading providers of nearshoring BTO CXM services for companies operating in the United States. Since 1999, the Company has developed its business model in 17 countries, employing more than 90,000 people. Atento, which serves more than 400 customers, offers a wide range of CRM BTO services through multiple channels. The majority of Atento's clients are leading multinational companies in the telecommunications, banking and financial services, healthcare, retail and government sectors. In recent years, the company has been recognized for its excellence by several global industry analysts, including Everest, Gartner, Frost & Sullivan and ISG. Forbes recognized Atento as one of the 100 best companies to work for in Spain in 2023, while Great Place to Work(R) has continuously ranked Atento as one of the 25 best companies to work for worldwide. Atento has also been recognized as the 1st company in the sector worldwide to achieve the ISO 56002 Innovation Management Certification, which Atento has maintained for four consecutive years. For more information, visit www.atento.com
Atento unveils new AI solutions suite for in-house CX operations. CRM and Business Transformation Outsourcing (BTO) provider Atento has announced an expansion of its technology portfolio, specifically targeting organizations that choose to manage their customer experience (CX) operations internally. By providing these technologies to in-house teams, Atento aims to support organizations looking to improve efficiency and performance without outsourcing their entire customer service department. The initiative is designed to provide internal teams with the same level of technological sophistication typically found in large-scale outsourced environments. Pablo Sánchez, CMO at Atento, said: "Atento brings its expertise in BTO and democratizes access to advanced customer relationship management solutions for companies that keep their CX operations in-house." The expanded portfolio focuses on three core AI-driven pillars: * AI Agent Assist: This tool provides real-time support to human agents, offering "next best action" (NBA) and "next best offer" (NBO) suggestions. The goal is to reduce handling times and ensure brand consistency across interactions. * AI Advanced Insights: A data platform designed to transform operational data into actionable insights. The solution focuses on improving Net Promoter Scores (NPS) and employee retention by identifying friction points in the customer journey. * AI Agents: These tools automate multichannel interactions across voice, text, and multimedia. The technology is built to maintain personalization while managing high-volume workflows without human intervention. The offering combines CX consulting with automation, positioning Atento as a technology partner for companies that view customer relationships as a core internal asset. Sánchez added: "Thanks to streamlined processes, continuous investment in technology, and a people-centric approach, Atento is leading the evolution of customer experience operations and business transformation, influencing companies that view the customer relationship as fundamental and do not intend to outsource it," As enterprises become more protective of their first-party data and brand voice, some are pulling operations back in-house but find themselves lagging behind the AI capabilities of major outsourcers. By unbundling its technology from its headcount, Atento is tapping into a growing market of hybrid CX models. This move puts pressure on pure-play CX software vendors by offering tools that have been battle-tested in massive, real-world operational environments.
Atento appoints Cinthia Ambrogi as new global Chief Legal Officer. * With over 25 years of international legal experience, Cinthia Ambrogi joins Atento to strengthen the company's corporate governance and support its sustainable growth strategy. Miami, May 21, 2026 - Atento Luxco 1 ("Atento" or the "Company"), one of the world's leading providers of customer experience management and business transformation outsourcing (CXM/BTO) services, has announced the appointment of Cinthia Ambrogi as its new Chief Legal Officer (CLO). Cinthia will report directly to Dimitrius Oliveira, CEO of Atento, and her appointment is effective immediately. Cinthia brings more than 25 years of legal experience, including nearly two decades advising Boards of Directors and executive leadership teams at multinational and publicly traded companies. Throughout her career, she has held senior legal positions at leading organizations such as Alstom, Braxis, Elektro, and Sanofi. She has worked extensively across Latin America, the United States, Europe, and the Middle East, building a strong track record in M&A, capital markets, corporate governance, and litigation/arbitration. She holds a Law degree with a Bachelor of Legal and Social Sciences from UNITAU-São Paulo, an Executive MBA with modules at Cambridge and Lyon through FIA/USP, and a Corporate Governance and Board certification ABP-W from Saint Paul. She is also currently pursuing a Master's in Law and Entrepreneurship at FGV-São Paulo. "Cinthia's arrival reinforces our legal and governance capabilities at a strategic moment for Atento," said Dimitrius Oliveira, CEO of Atento. "Her extensive international experience and proven leadership will be invaluable as we continue to focus on sustainable growth, compliance, and creating long-term value for our clients, investors, and employees. We are confident that her strategic vision will strengthen our path forward." "I am excited to join Atento, a company with a strong global presence and a clear commitment to innovation in the CX sector," said Cinthia Ambrogi, CLO of Atento. "This is a pivotal time for the industry, and I look forward to contributing my experience to support the company's strategic objectives, ensuring robust governance and a legal framework that drives business growth and transformation." Atento would also like to take this opportunity to thank Isabel Lopez Neira de la Torre for her valuable contributions and dedication during her time with the company and wishes her the best in her future endeavors. With this new appointment, Atento reaffirms its commitment to corporate governance excellence and its strategy to strengthen its position as a global leader in Business Transformation Outsourcing (BTO). About Atento Atento is the largest provider of customer experience management and business transformation outsourcing services ("CXM BTO") in Latin America and one of the leading providers worldwide. Atento is also one of the leading providers of nearshoring CXM BTO services for companies operating in the United States. Since 1999, the Company has developed its business model across 17 countries, employing more than 90,000 people. Serving more than 400 clients, Atento offers a wide range of CRM BTO services across multiple channels. The majority of Atento's clients are leading multinational companies in the telecommunications, banking and financial services, healthcare, retail and public administration sectors. In recent years, the Company has been recognized for its excellence by several global industry analysts, including Everest, Gartner, Frost & Sullivan and ISG. Great Place to Work(R) has consistently ranked Atento SA among the 25 Best Workplaces worldwide. Atento has also been recognized as the first company in the sector globally to achieve the ISO 56002 Innovation Management Certification, which it has maintained for four consecutive years. For more information, please visit www.atento.com.
Atento, a global customer experience management provider, has signed a multi-year, multimillion dollar partnership with Cresta, a unified customer experience AI platform. The agreement integrates Cresta's AI technology into Atento's Atent.AI offering to deliver hybrid human-AI solutions across the United States and Latin America. The partnership combines AI agents, AI-augmented human agents and conversation intelligence to automate routine interactions whilst providing real-time assistance. Atento will provide strategy, design and management services for deploying Cresta's platform, leveraging its expertise in AI-led professional services. Cresta's unified platform helps enterprises operationalise AI across complex customer experience environments. The collaboration aims to move businesses beyond fragmented AI deployments towards fully integrated solutions that align strategy, technology and operations.
Atento, Sanas, Thrivin forge unified BTO model for AI-augmented CX. MADRID, SPAIN, and CALIFORNIA and MINNESOTA, UNITED STATES - Atento, a global leader in customer experience (CX) and business transformation outsourcing (BTO), announced a strategic collaboration with Sanas and Thrivin to advance a differentiated model for impact sourcing and AI-augmented customer experience. "This collaboration brings together complementary strengths, Atento's global transformation solutions and BTO delivery model, Sanas' real-time speech understanding technology, and Thrivin's exceptional talent network in Africa," said Brent Bush, EVP Sales & Business Development at Atento, enabling global expansion without compromising operational resilience or brand integrity. A unified BTO operating model. This establishes a unified BTO operating model built on the integration of governance, AI technology, and quality talent. Atento contributes its global BTO governance framework, transformation expertise, and enterprise-grade delivery infrastructure, positioning itself as the orchestrator of the end-to-end model to ensure security, compliance, and performance management meet global enterprise client standards. This structure allows Atento to maintain oversight while incorporating specialized capabilities from its partners. Sanas provides a real-time speech understanding technology layer designed specifically for non-U.S. and non-Puerto Rico voice operations, addressing a critical friction point in international voice services. Thrivin, a quality-first impact sourcing platform based in Kenya, provides a pipeline of highly educated, English-proficient talent that integrates with Atento's existing operating standards. Together, the three entities form a delivery framework that moves beyond traditional geography-based outsourcing models toward a unified system where AI, workforce development, and governance operate in concert. Bush notes, "We're creating new opportunities to deliver AI-augmented customer experience at scale while helping enterprises expand into new markets with the governance, performance, and quality they expect from Atento." "It also creates a strong platform for all three organizations to grow together as we support the next generation of delivering innovative global solutions for our customers." Operationalizing impact sourcing at enterprise scale. Through this move, Atento operationalizes impact sourcing at scale by leveraging Thrivin's quality-first talent model within its enterprise governance framework, creating a structured pathway for global clients to access Africa's growing workforce. Africa represents a developing frontier for CX and business services, characterized by a young, digitally fluent, and English-speaking population, and this collaboration offers enterprises a disciplined entry point into the region without sacrificing quality or brand integrity. The model is further enhanced by Sanas' AI technology, which reduces communication friction and enhances both agent confidence and customer clarity, a critical component for maintaining CX consistency during geographic expansion. The organizing principle of the collaboration is total experience (TX), which aligns CX, employee experience, and operational efficiency into a delivery model described as intentionally human at its core and augmented by AI. Chris Condon, President & GM US Nearshore at Atento, notes, "By integrating AI-enabled voice technology with a disciplined, governed impact sourcing delivery model, we're demonstrating that global expansion, operational rigor, and workforce development can coexist within a high-performance BTO framework." Atento ranked #26 in the OA500 2025, an objective index of world's top 500 outsourcing companies. The 2026 edition of the OA500 is expected to be released soon. (Read the OA500 2026 methodology paper here.)