Atento has appointed Francisco Grillo to oversee its nearshore operations in both Peru and Mexico, restructuring regional leadership as the customer experience management and business transformation outsourcing provider strengthens its service delivery for U.S. clients.
Grillo, who has served as country manager for Peru since late 2022, will assume responsibility for operations across the two markets as part of a broader effort to streamline management and enhance Atento’s nearshore capabilities. The company said the regional consolidation is intended to improve operational efficiency while supporting growing demand for outsourced customer experience services from North American businesses.
Under the revised structure, Elia Santillán will continue leading local operations in Mexico, while Diego Crespo will focus on operations in Peru. Both executives will concentrate on strengthening customer service and operational performance in their respective domestic markets while supporting the company’s broader regional strategy.
The leadership changes reflect continued investment in Latin America as a strategic nearshore destination for U.S. companies seeking customer experience, business process outsourcing, and digital transformation services. As organizations look to balance cost efficiency with geographic proximity and access to multilingual talent, countries such as Mexico and Peru have become increasingly important delivery centers for customer support and back-office operations.
Grillo brings more than 20 years of experience leading business process outsourcing and customer experience organizations. Since taking charge of Atento’s Peru business, he has overseen an operational restructuring that the company said improved efficiency and customer satisfaction. Before joining Atento, he served as chief executive officer of Teleperformance Peru and Allus Global BPO Center and previously chaired the Peruvian Customer Experience Association (APEXO).
Chief Executive Officer Dimitrius Oliveira said the organizational changes are designed to better align leadership with customer requirements across different markets.
“We optimized our structure to adapt to the needs of each client,” Oliveira said. “Francisco will drive our nearshore strategy toward the U.S., while guaranteeing exceptional service in each local market, both in Mexico and Peru.”
Grillo said his expanded responsibilities will focus on strengthening both countries as strategic delivery hubs for international customers.
“I am taking on this new challenge with great enthusiasm and with the firm purpose of consolidating our operations in Peru and Mexico as platforms of excellence for our clients in the United States,” he said. “We have the talent, infrastructure, and operational capabilities necessary to continue driving business transformation in the region and providing differentiated value to our clients.”
Santillán, who remains responsible for Mexico’s local operations, will continue working to strengthen Atento’s position in one of its largest and most strategic markets. Her responsibilities include maintaining operational excellence, supporting business growth, and expanding relationships with customers in Mexico.
Crespo, a 28-year veteran of Atento who has held leadership positions in Argentina and Peru, will continue overseeing operational execution in Peru. The company credited him with leading technology transformation initiatives that align with Atento’s broader modernization strategy.
The restructuring reflects a wider trend across the business process outsourcing industry, where providers are increasingly organizing operations around regional delivery models that combine operational scale with localized customer support. As enterprises expand investments in digital customer engagement, automation, and multilingual support, nearshore delivery centers have become an important competitive differentiator for CXM and business transformation providers.
Atento said the new leadership structure supports a more agile operating model while reinforcing Latin America’s role as a strategic hub for talent, technology, and outsourced business services serving both regional and international clients. The company provides customer experience management and business transformation outsourcing services to organizations across multiple industries worldwide.
