Customer Service Supervisor (Rotating Shifts)

LLAMAPIXEL PERU; San Isidro; Presencial; PEN 42.000 - 72.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% on-site work in Lima

Payroll from day one

Meal allowance: S/300 monthly

100% EPS coverage

Competitive salary

Dynamic work environment focused on 직원

Descripción de la vacante

LLAMAPIXEL PERU in Lima is seeking a Customer Service Supervisor (Rotating Shifts) to lead a contact center team in a dynamic, tech‑driven environment.

You will coach agents, monitor performance, and handle complex escalations, coordinating with Tier 2, Payments, and Product as needed.

Formación

• 2+ years in contact centers (BPO or in-house).
• 1+ year as Senior Agent / Team Lead / Supervisor.
• Experience in chat and email support is mandatory.
• Strong leadership and coaching abilities.
• Solid familiarity with CRM/helpdesk tools and performance metrics.

Responsabilidades

• Lead and motivate a team of agents by setting clear expectations and modeling service standards.
• Monitor performance, provide feedback, and conduct 1:1s with action plans.
• Manage complex escalations; coordinate with Tier 2, Payments, and Product as needed.
• Analyze daily metrics (AHT, CSAT/NPS, QA, adherence) and implement improvements.
• Ensure policy compliance and contribute to QA calibrations and content updates.
• Plan shifts and collaborate with WFM on forecasting and intraday adjustments.
• Identify recurring issues and run small improvement experiments with measurable results.

Conocimientos

English: Advanced/Fluent

Leadership & coaching

Call center operations

Performance management

Herramientas

Zendesk

QA forms/scorecards

Google Workspace

WFM

Descripción del empleo

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Main Responsibilities

• 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 .

Requisitos: Profile Requirements

• English: Advanced/Fluent.
• Experience: 2+ years in contact centers (BPO or in?house), including at least 1+ year as Senior Agent / Team Lead / Supervisor; experience in chat and email support is mandatory .
• Strong leadership skills: coaching, feedback, performance management, and conflict resolution .
• Solid operational capabilities: dashboard interpretation, action?plan creation, huddle facilitation, and intraday execution ?.
• Tools: CRM/helpdesk (e.g., Zendesk), QA forms/scorecards, Google Workspace; basic knowledge of WFM ?.
• Documentation discipline and data organization: ability to write/update macros and knowledge base articles .

Beneficios Role Conditions and Benefits

• 100% on?site work in Lima .
• Rotating coverage including nights, weekends, and Peruvian holidays; availability for high?demand events and incidents .
• Payroll from day one .
• Meal allowance: S/300 monthly ?.
• 100% EPS coverage .
• Competitive salary .
• Dynamic work environment focused on employee well?being .

Personal Data Protection We are 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 exclusively for evaluation and selection purposes and is handled with strict security and confidentiality measures. If you would like to read the Applicant Privacy Policy, you may access it here: