Role Overview

As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently.

Requirements

What are we looking for?

Our Team Lead has a knack for the following skills:

• Leadership: Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote. Proactively address project issues with teams and Project Manager to prevent disruptions. Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date. Serve as an escalation point for client's customer issues. Train, coach shift leads, and conduct weekly one-on-one coaching sessions. Provide appropriate positive recognition and disciplinary warnings. Manage vacation requests, monitor attendance, and address lateness or absences.

• Analytics: Monitor and manage ticket databases to ensure project KPIs and SLAs are met. Regularly review daily reports to identify and resolve anomalies. Create CRM/tool views for enhanced visibility and reporting. Good understanding of Player Support tools and processes, key support metrics, and how to apply them. Ability to read/interpret reports.

• Communication: Maintain awareness of project status and provide regular reports to Operations Manager. Conduct regular quality control checks, identifying coaching opportunities within project processes.

• Business: Create CRM/tool views for enhanced visibility and reporting. Develop training materials and assist in identifying areas for training material enhancement.

What You'd Be a Great Fit For

You'd be a great fit for this role if you have:

• Strong English skills;

• Previous experience at work in a similar position in a corporate environment.

• Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change

• Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy

• Conflict management skills and providing constructive feedback;

• Ability to understand and meet deadlines;

• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy.

• Ability to evaluate personnel and identify talent

• Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite;

• Flexibility with working weekends and to be on call occasionally is a plus.

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. Benefits:

• HMO and Life Insurance

• Paid Time Offs and CTO

• Non-taxable Allowances

• Annual Wellness Subsidy

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