Full-time
Customer Service Operations Manager
Posted by Confidential • Lima, Provincia de Lima, Peru
About the Role
BettingJobs is working with a leading brand within the iGaming industry, who are looking for a Customer Service Operations Manager to join their team in Lima.
Responsibilities:
Monitor and manage core KPIs (SL, AHT, Abandonment, Quality, Productivity, Occupancy, FCR, CSAT, NPS), addressing real-time deviations and leading WBR/MBR/QBR to ensure SLA compliance
Lead, coach, and develop Supervisors/Team Leaders, QA, and Training teams through calibrations, structured coaching, and continuous improvement plans
Oversee Workforce Management activities: forecasting, staffing, shrinkage, adherence, real-time monitoring, and interval-level resource optimisation
Drive operational excellence by identifying bottlenecks, executing improvement initiatives, and optimising scripts and service flows using NPS/CSAT/FCR insights
Map and optimise the customer journey to improve FCR, service quality, and reduce rework
Ensure compliance with Peru's Personal Data Protection Law (Law Nº 29...
Responsibilities:
Monitor and manage core KPIs (SL, AHT, Abandonment, Quality, Productivity, Occupancy, FCR, CSAT, NPS), addressing real-time deviations and leading WBR/MBR/QBR to ensure SLA compliance
Lead, coach, and develop Supervisors/Team Leaders, QA, and Training teams through calibrations, structured coaching, and continuous improvement plans
Oversee Workforce Management activities: forecasting, staffing, shrinkage, adherence, real-time monitoring, and interval-level resource optimisation
Drive operational excellence by identifying bottlenecks, executing improvement initiatives, and optimising scripts and service flows using NPS/CSAT/FCR insights
Map and optimise the customer journey to improve FCR, service quality, and reduce rework
Ensure compliance with Peru's Personal Data Protection Law (Law Nº 29...
Ready to Apply?
Submit your application today and take the next step in your career journey with Confidential.
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