Customer Service Operations Manager

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...