Customer Service Operations Manager

Join to apply for the Customer Service Operations Manager role at Brazino777. As part of one of LATAM's most dynamic and fast-growing iGaming brands, we are seeking a Customer Service Operations Manager to lead and oversee our new in‑house operation in Lima, Peru. This opportunity allows you to directly influence the customer experience, ensuring operational excellence and fostering a high‑performance culture within a regulated, fast‑paced environment. You will serve as the strategic link between leadership, customers, and operations, consistently exceeding service, quality, and efficiency targets. Responsibilities include consolidating governance, optimizing performance rituals, and promoting a high‑standard culture across all channels (chat, email, WhatsApp, and ombudsman), ensuring impeccable daily execution of our strategy. Why Apply? - Real and measurable impact: Your contribution directly improves efficiency and user satisfaction. - Exponential professional growth: Join a rapidly growing brand with dynamic leadership that pushes boundaries. - Culture of innovation: Engage with new technologies and approaches to optimize results. - Recognition: Competitive package, performance‑based bonuses, and recognition programs. Key Responsibilities - Performance Management – daily monitoring of KPIs such as Service Level, AHT, Abandonment Rate, Quality, Productivity, Occupancy, First Contact Resolution, CSAT, NPS and triggering real‑time deviations. - Team Leadership and Development – lead, develop, and train supervisors, quality and training teams; conduct calibrations and continuous improvement plans. - Workforce Management (WFM) Optimization – coordinate demand forecasting, staffing, shrinkage management, real‑time monitoring, and resource allocation. - Operational Excellence and Continuous Improvement – drive improvement sprints, review scripts and service flows, propose innovative solutions. - Customer Journey and Experience – map and optimize the journey, reducing repetition and rework. - Legal Compliance and Data Security – ensure compliance with Peru's Personal Data Protection Law (Law Nº 29733) and internal security policies; operate under COPC standards if possible. - B2C Relationship Management – manage operational relationships, root‑cause analysis, continuous improvement roadmaps. - Executive Reporting – prepare and present reports, incident reports, and operational offender reports. - Platform Testing and Validation – conduct functional tests on customer service and operational platforms. Required Skills and Qualifications - Minimum 5 years managing contact/call‑centre operations in BPO or in‑house settings, preferably in iGaming or high‑volume industries. - Data‑driven leadership: manage supervisors, run multiple campaigns, deliver consistent KPI/SLA results. - Analytical skills: expertise in Excel and Power BI (desirable). - Technical knowledge: Workforce Management (forecasting, scheduling, shrinkage, adherence, real‑time monitoring), QA and Training processes. - Language skills: - Spanish: Native (mandatory). - English: Advanced/Fluent (essential). - Portuguese: Intermediate (advantage). - Local legislation: deep knowledge of Peruvian labour law and Law Nº 29733. - Availability: rotational shifts and weekend support. - Tools (advantage): Zendesk, Jira, Google Workspace. - Education: higher education in business administration, engineering, IT, or related fields, or current study. If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and want to make a significant impact within a leading iGaming brand, this is the ideal opportunity. #J-18808-Ljbffr