Customer Service Operations Manager

We are hiring on behalf of our client, one of LATAM's most dynamic and fast-growing iGaming brands We are seeking a Customer Service Operations Manager to lead and oversee their new in-house operation in Lima, Peru. This is a unique opportunity to directly influence the customer experience, ensuring operational excellence and fostering a high-performance culture within a regulated and fast-paced environment.

You will serve as the strategic link between leadership, customers, and operations, with the mission of consistently exceeding service, quality, and efficiency targets. This includes consolidating governance, optimising performance rituals, and promoting a high-standard culture across all channels (chat, email, WhatsApp and ombudsman), ensuring impeccable daily execution of our strategy.

Here are a few reasons to apply:

• Real and Measurable Impact: Your contribution will have a direct impact on the efficiency of Customer Service operations and the satisfaction of our users, with a focus on results that can be optimised and celebrated.
• Exponential Professional Growth: Integrate into a rapidly growing brand, with dynamic leadership that constantly pushes boundaries, providing an environment conducive to unleashing your true potential and advancing your career.
• Culture of Innovation: Be part of a dynamic environment that encourages experimentation and the application of new technologies and approaches to optimise results and spark imagination.
• Recognition: In addition to a competitive package, we offer performance-based bonuses and recognition programmes that value excellence.

As an Customer Service Operations Manager at their company, you would be responsible for:

• Performance Management: Daily monitoring of crucial KPIs such as Service Level (SL), Average Handle Time (AHT), Abandonment Rate, Quality, Productivity, Occupancy, First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS). Trigger real-time deviations and conduct performance rituals (WBR/MBR/QBR) to ensure strict adherence to SLAs
• Team Leadership and Development: Lead, develop, and train Supervisors/Team Leaders, Quality and Training team. Conduct calibrations, provide structured coaching, and manage continuous improvement plans based on individual and collective performance
• Workforce Management (WFM) Optimisation: Coordinate all WFM activities, including demand forecasting, staffing, shrinkage management, adherence, and real-time monitoring. Optimise the channel mix and resource allocation by interval to maximise efficiency
• Operational Excellence and Continuous Improvement: Drive operational excellence through proactive identification of bottlenecks, execution of improvement sprints, and continuous review of scripts and service flows based on NPS/CSAT/FCR insights, proposing and implementing innovative solutions
• Customer Journey and Experience: Map and optimise the customer journey, identifying and addressing "pain points." Elevate FCR and service quality, reducing repetition and rework
• Legal Compliance and Data Security: Ensure strict compliance with Peru's Personal Data Protection Law (Law Nº and all internal security policies. Foster and, preferably, operate under COPC standards
• B2C Relationship Management: Conduct operational relationships with B2C customers, including scorecard management, root cause analysis for recurring issues, and the development of continuous improvement roadmaps
• Executive Reporting: Prepare and present executive reports, incident reports, and operational offender reports, providing clear and actionable analysis
• Platform Testing and Validation: Conduct functional tests on customer service and operational platforms when requested, ensuring the stability and usability of tools

Required skills:

• Proven Experience: Minimum of 5 years of proven experience leading Contact/Call Centre operations in BPO or in-house environments, preferably in the iGaming sector or high-volume industries
• Data-Driven Leadership: Strong experience in managing and developing Supervisors/Team Leaders and running multiple campaigns, with a track record of consistent KPI/SLA delivery and a strong data orientation
• Operational Analysis: Robust analytical capabilities, with proficiency in Excel and Power BI (desirable) for data analysis and reporting
• Technical Knowledge: Expertise in Workforce Management (WFM), including forecasting, scheduling, shrinkage, adherence, and real-time monitoring. Knowledge of Quality Assurance (QA) and Training processes
• Language Skills:
• Spanish: Native (mandatory for interaction with teams in Peru).
• English: Advanced/Fluent (essential for communication with leadership and international partners).
• Portuguese: Intermediate is an advantage
• Local Legislation: In-depth knowledge of Peruvian labour legislation and Law Nº 29733 on Personal Data Protection
• Availability: Flexibility to work rotational shifts and provide weekend support, as per operational demand and campaigns
• Tools (Advantage): Familiarity with platforms such as Zendesk, Jira, and Google Workspace
• Education: Higher education or studying in related fields such as Business Administration, Production Engineering, Information Technology, or management disciplines

If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and are ready to make a significant impact within a leading iGaming brand, this is the ideal opportunity for you.