Bilingual Customer Service Supervisor (Rotational Shifts) - copia

LLAMAPIXEL GAMING S.A.C.; San Isidro; On-site; PEN 60,000 - 90,000; Full time

Benefits offered by this job

Benefits day one

EPS coverage

Well-being focus

Job summary

LLAMAPIXEL GAMING S.A.C. LATAM Hub in Lima is seeking a Customer Service Team Lead to drive performance by coaching agents, monitoring metrics, and resolving complex escalations.

You will partner with Tier 2, Payments, and Product to ensure top‑tier service through structured 1:1s, action plans, and QA calibrations. The role requires 2+ years in contact centers (BPO or in‑house), including 1+ year as Senior Agent/Team Lead, plus chat and email experience.

Qualifications

• ,
• 2+ years in contact centers (BPO or in‑house), including 1+ year as Senior Agent / Team Lead / Supervisor; chat & email experience required.
• Strong leadership skills: coaching, feedback, performance management, conflict resolution.
• Operational skills: dashboard interpretation, action‑plan creation, huddle facilitation, intraday execution.

Responsibilities

• Lead and motivate a team of agents by setting clear expectations, fostering accountability, and modeling 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

Performance mgmt

Leadership

Communication

Tools

Zendesk

QA scorecards

Google Workspace

WFM basics

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.

Spanish: Native

2+ years in contact centers (BPO or in‑house), including 1+ year as Senior Agent / Team Lead / Supervisor; chat & email experience required.

Strong leadership skills: coaching, feedback, performance management, conflict resolution.

Operational skills: dashboard interpretation, action‑plan creation, huddle facilitation, intraday execution.

Tools: CRM/helpdesk (e.g., Zendesk), QA scorecards, Google Workspace; basic WFM knowledge.

Documentation discipline and data hygiene; ability to draft/update macros and knowledge‑base articles.

Rotational coverage including nights, weekends, and Peruvian holidays; availability for high‑demand events.

Full employment benefits from day one.

100% EPS coverage.

Dynamic work environment focused on employee well‑being.

LLAMAPIXEL GAMING S.A.C. is committed to protecting the privacy and personal data of all individuals participating in our recruitment processes, in accordance with Peru’s Personal Data Protection Law. The information provided by candidates is used solely for evaluation and selection purposes and is handled with strict security and confidentiality measures.

If you would like to read the full Privacy Policy for Applicants, you can access it here:

https://docs.google.com/document/d/1dHaiYlxZiuHHx41T-ou8OYJSgRutu6sW/edit?usp=sharing&ouid=105452786369524995446&rtpof=true&sd=true