Bilingual Customer Service Rotational Supervisor

Description

Summary: LlamaPixel is seeking a Bilingual Customer Service Supervisor to lead and motivate a team, drive results through coaching, and manage customer escalations in a dynamic, collaborative, and technology-driven environment. Highlights: 1. Lead and motivate a customer service team 2. Drive results through coaching and real-time support 3. Manage complex customer escalations and analyze team metrics **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. **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. **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*** Job Type: Full\-time Pay: S/.1\.00 per month Application Question(s): * ¿Nos confirmas que deseas continuar con el proceso de selección y que estás de acuerdo en que utilicemos la información que compartas conforme a nuestra Política de Privacidad para Postulantes? * ¿Cuenta con experiencia en contact centers (BPO o in\-house)? * ¿Ha trabajado anteriormente en el rubro de iGaming/Sportbooks? * Indique su expectativa salarial. Work Location: In person