Customer Service Supervisor (Rotating Shifts)

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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 .

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: