Bilingual Customer Service Supervisor (Rotational Shifts)

ʟʟᴀᴍᴀᴘɪxᴇʟ ɢᴀᴍɪɴɢ s.ᴀ.ᴄ. ɪs ʏᴏᴜʀ ᴘʀᴇᴍɪᴇʀ ᴅᴇsᴛɪɴᴀᴛɪᴏɴ ꜰᴏʀ sᴘᴏʀᴛs ʙᴇᴛᴛɪɴɢ, ᴄᴀsɪɴᴏ ɢᴀᴍᴇs, ʟɪᴠᴇ ᴄᴀsɪɴᴏ, ʟᴏᴛᴛᴇʀʏ, ᴀɴᴅ ᴠɪʀᴛᴜᴀʟ sᴘᴏʀᴛs. ʙᴀsᴇᴅ ɪɴ ʟɪᴍᴀ, ᴘᴇʀᴜ, ᴡᴇ ᴏꜰꜰᴇʀ 24/7 ᴄᴜsᴛᴏᴍᴇʀ sᴜᴘᴘᴏʀᴛ, sᴇᴄᴜʀᴇ ᴘᴀʏᴍᴇɴᴛ sᴏʟᴜᴛɪᴏɴs, ᴀɴᴅ ᴘʀᴏᴍᴏᴛɪᴏɴs ᴛᴏ ᴇɴʜᴀɴᴄᴇ ʏᴏᴜʀ ɢᴀᴍɪɴɢ ᴇxᴘᴇʀɪᴇɴᴄᴇ. 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 performance; provide frequent feedback, side‑by‑side coaching, and structured 1:1 meetings with action plans. Handle complex customer escalations, ensuring root‑cause identification and timely resolution; coordinate with Tier 2, Payments, and Product.

Analyze team metrics daily (AHT, FCR, CSAT/NPS, QA, adherence, occupancy) and implement corrective actions. Ensure compliance with policies, procedures, knowledge‑base content, and quality standards; lead QA calibrations and feedback cycles. Plan shifts and allocate resources; collaborate with WFM on forecasting, scheduling, and intraday adjustments.

Identify trends, propose solutions, and execute small improvement experiments (scripts, macros, tags) with measurable outcomes. Requisitos: Profile Requirements Spanish: Native English: Advanced/Fluent 2+ years in contact centers (BPO or in‑house), including 1+ year as Senior Agent / Team Lead / Supervisor; chat & email experience required. Strong leadership skills: coaching, feedback, performance management, conflict resolution.

Operational skills: dashboard interpretation, action‑plan creation, huddle facilitation, intraday execution. Tools: CRM/helpdesk (e.g., Zendesk), QA scorecards, Google Workspace; basic WFM knowledge. Documentation discipline and data hygiene; ability to draft/update macros and knowledge‑base articles.

Beneficios Role Conditions & Benefits 100% on‑site work in Lima. Rotational coverage including nights, weekends, and Peruvian holidays; availability for high‑demand events. Full employment benefits from day one.

Food allowance: S/300 monthly. 100% EPS coverage. 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