Descripción del puesto

LlamaPixel is a company that provides top‑tier, 24/7 customer support to Spanish‑speaking users across Latin America, within a dynamic, collaborative, and technology‑driven environment.

We are looking for a Bilingual Customer Service Supervisor (Rotational 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 operational discipline.

Requisitos

Key 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 structured 1:1 meetings with action plans.
• Manage complex customer escalations, ensuring root‑cause identification and timely resolution; coordinate with Tier 2, Payments, and Product when needed.
• Analyze team metrics daily (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 by 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 outcomes.

Profile Requirements

• English: Advances/Fluid
• 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 required.
• Strong people‑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 (forecasting, scheduling, adherence).
• Strong documentation discipline and data hygiene; ability to draft/update macros and knowledge‑base articles.

Beneficios

Role Conditions and Benefits

• 100% on‑site work in Lima.
• Rotational coverage including nights, weekends, and Peruvian holidays; availability for high‑demand events and incident response.
• Full employment benefits from day one.
• Food allowance: S/300 monthly.
• 100% EPS coverage.
• A 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