Bilingual Customer Service Control Desk

LlamaPixel is a company specialized in providing strategic support for the iGaming industry. We deliver top-tier, 24/7 customer support to Spanish-speaking users across multiple countries in Latin America, within a dynamic, collaborative, and highly technological environment.

We are currently looking for a Bilingual Customer Service Control Desk to lead a high-performing team at our new LATAM CS Hub in Lima. If you are passionate about developing talent, working with performance indicators, and making a real impact on the customer experience, this opportunity is for you.

About the Role

Be the real-time heartbeat of our CS LATAM and Brazilian operation. You will monitor live performance, balance queues, communicate incidents, and coordinate intraday adjustments to protect customer experience (CX) and productivity across chat and email channels. This role requires sharp situational awareness, crisp communication, and discipline in executing playbooks.

Key Responsibilities

1. Monitor service levels (SLA/SLO) in real-time for chat and email; track backlog, aging, ASA/response time, abandonment, and re-open rates.

2. Manage service queues and allocate agents by interval (chat/email), executing channel switches, skill reassignments, and pull-forward tactics as needed.

3. Communicate operational incidents (tool outages, ISP issues, traffic spikes) via clear alerts and status updates to Supervisors, WFM, IT, and Leadership.

4. Prepare daily performance reports and shift handovers, highlighting drivers, actions taken, and residual risks.

5. Coordinate workforce adjustments with WFM (overtime, VTO, swaps, breaks/lunches, meeting freezes) and align with Supervisors for execution.

6. Act as a central point in crises (P1/P2 events), enforcing the incident playbook, logging timestamps, and driving time-to-detect (MTTD) and time-to-recover (MTTR).

7. Support workflow optimization: refine routing rules, tags, macros, and playbooks; raise content gaps and recommend improvements into our Zendesk.

KPIs & Quality Expectations

• Interval and daily SLA/SLO achievement across channels.

• Backlog control and aging within thresholds; ASA/Response Time and Abandonment Rate at or below targets.

• Adherence/occupancy balance within target; shrinkage managed intraday.

• Forecast vs. Actual (volume, AHT) variance minimized through timely actions.

• Incident communication timeliness and completeness; MTTD/MTTR within playbook standards.

• Accuracy and on-time delivery of handovers and daily performance reports.

Qualifications & Skills

• Spanish: Native; English: Advanced/Fluent.

• 1–2+ years in contact centers with real-time management, command center or control desk duties (chat/email required).

• Strong analytical skills with dashboards; comfortable interpreting SLA, backlog, adherence, occupancy, AHT and volume trends.

• Tooling: CRM/helpdesk (e.g., Zendesk), Excel, Power Bi/Google Sheets (lookups, pivots).

• Clear and concise communication under time pressure; disciplined documentation and handovers.

• Ability to coordinate swiftly with Supervisors, WFM, IT and Product during incidents.

Work Setup & Schedule

• On-site presence in our Lima operations hub with secure connectivity and monitored systems.

• Monday to Friday; from 

  12:12pm to 22:00 pm

• Company-provisioned workstation, real-time dashboards, communication channels and incident playbooks.

Growth & Culture

Develop deep operational mastery and become a go-to partner for Supervisors and WFM. High performers can grow toward Senior Control Desk/Command Center, Workforce Management, or Operations Leadership roles.