Customer Service Supervisor (Rotating Shifts)

Llamapixel Gaming S.A.C.; Lima Metropolitana; Presencial; PEN 36.000 - 54.000; Jornada completa

Descripción de la vacante

LlamaPixel is seeking a Customer Service Supervisor to lead our LATAM Hub in Lima. You will drive results through coaching, real-time support, and structured follow-ups, balancing people leadership with operational discipline.

You will monitor performance, manage escalations with cross-functional teams, and ensure adherence to quality standards while planning shifts with WFM for intraday adjustments.

Formación

• Experience leading a customer service team and driving performance.
• Ability to coach agents and provide constructive feedback.
• Strong communication and escalation management skills.
• Familiar with QA and adherence to service standards.

Responsabilidades

• Lead and motivate a customer service team across rotating shifts.
• Monitor performance metrics and provide frequent feedback.
• Handle complex escalations with root-cause analysis.
• Coordinate with Tier 2, Payments, and Product teams as needed.
• Analyze AHT, CSAT/NPS, FCR, QA, and occupancy; action plan.
• Plan shifts with WFM and adjust intraday resources.

Conocimientos

Team leadership

Coaching

Customer service

Performance feedback

Herramientas

CRM systems

QA tools

WFM systems

Descripción del empleo

LlamaPixel is a company that provides high-quality, 24/7 support for Spanish-speaking users across Latin America, within a dynamic, collaborative, and technology-oriented environment.

We are currently seeking a Customer Service Supervisor (Rotating Shifts).

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 strong operational discipline.

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

Monitor individual and team performance; provide frequent feedback, side-by-side coaching, and 1:1 meetings with action plans.

Manage complex escalations, ensuring root-cause identification and timely resolution; coordinate with Tier 2, Payments, and Product when needed.

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

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

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

Identify recurring issues, propose solutions, and execute small improvement experiments (scripts, macros, tags) with measurable results.