New Model Integration & Simplification ATENTO COMPASS COMPETENCY MODEL LEADERSHIP STANDARDS GUIDING PRINCIPLES VALUES ATENTO COMPASS LEADERSHIP MODEL* GUIDING PRINCIPLES VALUES Previous Model New Model (*) Includes guidelines for Leading Processes, Projects (Individual Contributors) and Leading People (Managers). Click on the icon to learn more New Model Integration & Simplification ATENTO COMPASS COMPETENCY MODEL LEADERSHIP STANDARDS GUIDING PRINCIPLES VALUES ATENTO COMPASS LEADERSHIP MODEL* GUIDING PRINCIPLES VALUES Previous Model New Model (*) Includes guidelines for Leading Processes, Projects (Individual Contributors) and Leading People (Managers). Click on the icon to learn more New Model Our Values Commitment: We are committed to our clients success. Passion: We work with passion, enthusiasm and ambition to be better every day. Trust: We ensure trust, transparency and respect in all our stakeholder relationships (clients, employees, vendor partners, society and investors). Integrity: We behave with integrity, staying true to our values, strongly defending what we believe in and taking responsibility for our actions. Go back New Model Our Guiding Principles We work as a team, understanding our clients local needs but leveraging our multinational capabilities and scale. We encourage the spirit of entrepreneurship and innovation to make our clients lives easier. We create value to our clients by being efficient, agile and streamlined. We put passion into everything we do, motivated by the desire to be better, with the ambition to achieve our goals. We are financially and operationally disciplined. We are proud to build a great place to work. Go back New Model Leadership Model Overview Creates Collaborative & Innovative Environments Leads Self & Others Builds Future & Grows Business Thinks and acts from a whole ATENTO Perspective. Leads change motivated by innovation and passion to win. Fosters high-performance teams. Creates future and sets clear direction. Partners with clients for mutual success. Drives results through excellent execution. Lives and leads according to our values. Develops the best talent for ATENTO. Manages & grows self. Go backNext Click each Dimension to learn more New Model The Leadership Model in the Inside Develops the best talent for ATENTO. Dedicates time and effort to drive the Talent Agenda of ATENTO, implementing appropriate development strategies Guarantees Atentos sustainability ensuring succession for critical positions, with special emphasis on his own, building a leadership and development culture. Feels responsible for developing the new generation of leaders of ATENTO and encourages and supports according development policies, taking active responsibility of developing his/ her successors. Builds comprehensive development plans for his/her area considering mid and long-term talent needs. Encourages the continuous development of people, stimulating others to do their job the best way possible, promoting an environment of learning and improvement. Provides timely and constructive feedback to recognize the strengths and address areas of improvement of his/her team. Shares his/her know-how and experience for the benefit and development of his/her peers. Dimension Competency Competency Definition One Behavior per Segment Increasingly Challenging IC = Individual Contributor S = Supervisors MM = Middle Management (Leaders & Coordinators) Top Management (Managers) EL = Executive Leaders (N-1) EC = ExCo Member IC S MM TM EL EC Go back New Model Our Model translated into Behaviors: Builds Future & Grows Business Creates future and sets clear direction. Partners with clients for mutual success. Drives results through excellent execution. Is capable of generating a powerful vision and support it through the necessary strategies to make it happen. Defines and clearly communicates the idea of the future, the direction to follow and the expected results. Is perceived by the customer as a partner for achieving their strategic objectives. Understands in depth the business of the client and adapts his /her priorities and strategies according to its needs. Demonstrates passion for achieving results. Has a sustainable approach to performance to avoid the organizational fatigue and not to sacrifice future results. Has high quality standards. Behaviors ICSMMTMELEC Builds a sustainable business model for ATENTO integrating social, industry and business trends, making it to connect and mobilize the entire organization. Creates a vision that transcends all levels of ATENTO, inspiring and aligning the different areas of the organization. Generates a vision and a strategy for his/her area, making sure it is in synergy with the global strategy. Translates strategy into concrete action plans and objectives for his / her team. Explains to the team the strategy, processes and how each staff member contributes to the achievement of objectives, with proximity and transparency. Understands the strategic priorities, knows the objectives of the organization and how they affect his/her area. Behaviors ICSMMTMELEC Is a strategic partner that influences and shapes clients business plans and future. Establishes and maintains long-term relationships with clients, seeking a balance between their priorities and Atento objectives, generating mutual trust relationships. Understands how the customer perceives its business and proactively develops specific and key indicators that can contribute to the expected results. Seeks internal and/or external customer feedback to understand the impact of his/her actions and be able to design and implement action plans accordingly. Demonstrates commitment to meet the expectations and takes initiative to meet the needs of external and internal customers demonstrating proactivity, agility and flexibility. Knows how to actively listen to gather and understand the needs of external and / or internal customers. Behaviors ICSMMTMELEC Makes strategic decisions to transform ATENTO into a sustainable productivity model, integrating standards of excellence that are recognized in the industry. Leads an excellent performance by making the right decisions considering the market environment, the short and long term and anticipating the problems that may affect ATENTO. Is able to set goals and action plans integrating financial and operational discipline to the team's needs, and ensuring the sustainability of it in the medium and long term. Acts with profitability criteria, to meet ATENTO financial and efficiencies targets. Works focused in productivity and demonstrates versatility to get results, monitoring possible deviations and making decisions to get them back on track. Meets commitments and established due dates, being aware of the impact of his/her work impact in other processes / employees. IC = Individual Contributor S = Supervisors MM = Middle Management (Leaders & Coordinators) Top Management (Managers) EL = Executive Leaders (N-1) Go back New Model Our Model translated into Behaviors: Creates Collaborative & Innovative Environments Thinks and acts from a whole ATENTO Perspective. Leads change motivated by innovation and passion to win. Fosters high-performance teams. Thinks and acts for the good of ATENTO in terms that transcend the function itself and considering the company as a whole. Creates alliances and alignment across functions and geographies to strengthen the global competitiveness of ATENTO. Is able to identify opportunities for innovation beneficial for ATENTO and puts in place the necessary mechanisms to carry them out. Understands the need for change and supports it to achieve the expected results. Builds and maintains positive relationships with his/her team, colleagues and superiors. Promotes teamwork and collaboration as essential tools for success. Behaviors ICSMMTMELEC Generates strategic alliances with different stakeholders which positively impacts on ATENTO and favors the industry development. Is able to think globally putting the interests of ATENTO above the interests of his/her area of responsibility. Has a sense of shared responsibility that leads him/her to reach agreements between different areas of the organization to get the results. Understands the operation of Atento as a whole and designs action plans balancing the specific needs of his/her area with the needs of global and company. Analyzes situations from different perspectives and takes into account the needs of other areas when planning his/her work. Is aware of the impact of his/her work and results on the effectiveness of other areas. Behaviors ICSMMTMELEC Makes change decisions that transform the company, our products and services, standing out as a reference of innovation. Reviews and questions the established model, proposing new ways of doing things to improve business results. Proposes new ways of working focused on continuous improvement and assessing their impact for achieving a correct implementation. Properly manages situations of change, maintaining an attitude of commitment and inspiring others to do the same. Reacts with agility when facing change by keeping the focus on results and managing risks in scenarios of uncertainty. Accepts changes and adapts easily to new situations, keeping an open mind. Behaviors ICSMMTMELEC Shapes a high performance organizational culture based on collaboration and teamwork. Creates high-performance environments based on the generation of synergies between different areas and through the recognition of the contribution of each of them, sharing resources and knowledge in a clear and honest way. Manages a team focused on results, setting high standards of excellence and directs it demonstrating and broadcasting effort and responsibility. Values and recognizes the contributions of other areas and teams in achieving results, encouraging everyone to work together to achieve high levels of quality and efficiency. Organizes and distributes peoples work, defining clear objectives and demonstrating ability to delegate and trust others, promoting the improvement of the agreed objectives. Understands how his/her actions affect the results of the team and prioritizes the results of the team above individual interests. IC = Individual Contributor S = Supervisors MM = Middle Management (Leaders & Coordinators) Top Management (Managers) EL = Executive Leaders (N-1) Go back New Model Our Model translated into Behaviors: Leads Self & Others Lives and leads according our values. Develops the best talent for ATENTO. Manages & grows self. Maintains the ethical standards that reflect the values and principles of ATENTO, and this is clearly perceived by others. Dedicates time and effort to drive the Talent Agenda of ATENTO, implementing appropriate development strategies Is aware of his/her strengths, areas for improvement and the impact that has on others. Is responsible for his/her own performance, development and career management. Shows resilience and ability to manage his/her emotions. Behaviors ICSMMTMELEC Builds ATENTO reputation as a benchmark for ethical and true to our values behavior. Acts as an external and internal ambassador of the culture of ATENTO, being a role model and inspiration to others. Leads by example and makes sure that the values of ATENTO are present in all his/her areas of responsibility and influence, especially in the teams he/she leads. Encourages the correct values and disapproves the incorrect ones. Acts with integrity, true to our values and principles, demonstrating coherence and consistency in everything he/she says and does. Knows and shares the values of ATENTO. Behaviors ICSMMTMELEC Guarantees Atentos sustainability ensuring succession for critical positions, with special emphasis on his own, building a leadership and development culture. Feels responsible for developing the new generation of leaders of ATENTO and encourages and supports according development policies, taking active responsibility of developing his /her successors. Builds comprehensive development plans for his/her area considering mid and long-term talent needs. Encourages the continuous development of people, stimulating others to do their job the best way possible, promoting an environment of learning and improvement. Provides timely and constructive feedback to recognize the strengths and address areas of improvement of his/her team. Shares his/her know-how and experience for the benefit and development of his/her peers. Behaviors ICSMMTMELEC Reflects about the profile of leaders that ATENTO needs and is able to make profound changes in his/her personal style of leadership for the benefit of the Company. Is able to change style and communication strategy according to the situation, the audience and the objectives to be achieved. Continuously seeks professional and personal development. Knows and manages the impact of his/her personal style on others, and proactively works in developing his/her leadership. Manages his/her emotions effectively, demonstrating resilience, focus and calm in high stress situations. Seeks feedback about his/her abilities, development areas and launches an according action plan. Learns from mistakes and is interested in growth and personal and professional development. IC = Individual Contributor S = Supervisors MM = Middle Management (Leaders & Coordinators) Top Management (Managers) EL = Executive Leaders (N-1) Go back