Customer Service Operations Lead – Growth & Impact (Lima)

Brazino777; Lima Metropolitana; Presencial; PEN 134,000 - 202,000; Jornada completa

Descripción de la vacante

A leading iGaming brand in Lima, Peru seeks a Customer Service Operations Manager to enhance the customer experience and lead operational excellence. In this role, you will manage KPI performance, develop team leadership, and ensure compliance with local laws. The ideal candidate possesses a background in managing call center operations, strong analytical skills, and proficiency in performance optimization. You will also be responsible for meeting quality targets and supporting a culture of innovation within the team.

Servicios

Performance-based bonuses

Recognition programs

Professional growth opportunities

Formación

• Minimum of 5 years in Contact/Call Centre operations, preferably in iGaming.
• Strong data-driven leadership with consistent KPI delivery.
• Robust analytical capabilities using Excel and Power BI.

Responsabilidades

• Monitor KPIs for service efficiency and quality.
• Lead and develop Supervisors/Team Leaders.
• Optimize Workforce Management activities for efficiency.
• Drive operational excellence and continuous improvement.
• Map and enhance customer journey experiences.
• Ensure compliance with local data protection laws.
• Manage operational relationships with customers.
• Prepare and present executive operational reports.
• Conduct testing on operational platforms as needed.

Conocimientos

Leadership in Call Centre operations

Data analysis and reporting

Fluent Spanish

Fluent English

Proficient in Excel

Understanding of local legislation

Educación

Higher education in Business Administration or related fields

Herramientas

Zendesk

Jira

Google Workspace

Descripción del empleo

A leading iGaming brand in Lima, Peru seeks a Customer Service Operations Manager to enhance the customer experience and lead operational excellence. In this role, you will manage KPI performance, develop team leadership, and ensure compliance with local laws. The ideal candidate possesses a background in managing call center operations, strong analytical skills, and proficiency in performance optimization. You will also be responsible for meeting quality targets and supporting a culture of innovation within the team.