Bilingual Customer Service Supervisor (Rotational Shifts) - Copia

LLAMAPIXEL GAMING S.A.C.; Lima Metropolitana; On-site; PEN 36,000 - 54,000; Full time

Job summary

Llamapixel Gaming S.A.C. in Lima, Peru, is seeking a Bilingual Customer Service Supervisor to lead a team with rotational shifts. You will coach agents, set clear expectations, and model our service standards to ensure excellent customer care.

You will monitor performance, hold 1:1s, address escalations with cross‑functional partners (Tier 2, Payments, Product), and work with WFM on forecasting and intraday scheduling. A results‑driven mindset and strong QA focus are essential.

Responsibilities

• Lead and motivate a team of agents by setting clear expectations, fostering accountability, and modeling our service standards.
• Monitor performance; provide frequent feedback, side‑by‑side coaching, and structured 1:1 meetings with action plans.
• Handle complex customer escalations, ensuring root‑cause identification and timely resolution; coordinate with Tier 2, Payments, and Product.
• Analyze team metrics daily (AHT, FCR, CSAT/NPS, QA, adherence, occupancy) and implement corrective actions.
• Ensure compliance with policies, procedures, knowledge‑base content, and quality standards; lead QA calibrations and feedback cycles.
• Plan shifts and allocate resources; collaborate with WFM on forecasting, scheduling, and intraday adjustments.
• Identify trends, propose solutions, and execute small improvement experiments (scripts, macros, tags) with measurable outcomes.

Skills

Coaching

People leadership

Customer service

Performance monitoring

Escalation handling

Tools

CRM systems

Quality Assurance

Workforce Management

Job description

Join our LATAM Hub in Lima and lead a Customer Service team. You will drive results through coaching, real‑time support, and structured follow‑ups, balancing people leadership with operational discipline.

Lead and motivate a team of agents by setting clear expectations, fostering accountability, and modeling our service standards.

Monitor performance; provide frequent feedback, side‑by‑side coaching, and structured 1:1 meetings with action plans.

Handle complex customer escalations, ensuring root‑cause identification and timely resolution; coordinate with Tier 2, Payments, and Product.

Analyze team metrics daily (AHT, FCR, CSAT/NPS, QA, adherence, occupancy) and implement corrective actions.

Ensure compliance with policies, procedures, knowledge‑base content, and quality standards; lead QA calibrations and feedback cycles.

Plan shifts and allocate resources; collaborate with WFM on forecasting, scheduling, and intraday adjustments.

Identify trends, propose solutions, and execute small improvement experiments (scripts, macros, tags) with measurable outcomes.

Bilingual Customer Service Supervisor (Rotational Shifts) - copia San Isidro, Lima, Peru