# PE Team Lead // Chef d’équipe (internal recruitment only)

**Company**: Keywords Studios
**Location**: Montreal, Quebec
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/BC13FD4976?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0f7f10b6-797

## Description

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favourite games. The company has grown into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

As the Player Engagement Team Lead, you will play a crucial role in ensuring the success of projects, acting as a bridge between Keywords Studios and valued clients. You will be responsible for critical tasks, ensuring smooth and efficient operations.

**Role Overview** As the Player Engagement Team Lead, you will lead, motivate, coach, and train teams, as well as create schedules and perform tasks based on client requirements.

**Responsibilities** **Leadership**

- Manage, set goals, and lead teams of specialists of varied sizes, both locally and remotely.

- Proactively address project issues with teams and Project Managers to prevent disruptions.

- Uphold studio policies, processes, and security standards, ensuring project-related knowledge bases are up-to-date.

- Serve as an escalation point for client customer issues.

- Train, coach shift leads, and conduct weekly one-on-one coaching sessions.

- Provide 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.

- Demonstrate a good understanding of Player Support tools and processes, key support metrics, and their application.

- Read and interpret reports.

**Communication**

- Maintain awareness of project status and provide regular reports to the 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.

**Requirements**

- Excellent English skills.

- At least 1 year of T&S Shift Lead experience.

- At least 1 year of Valve project experience.

- Full-time working in office role.

- Based in Montreal.

**Nice to Have**

- Ability to multitask and prioritise 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 maintain high standards 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.

## Skills

### Required
- English language
- Leadership
- Project Management
- Analytical skills
- Communication skills

### Nice to have
- Helpshift
- Zendesk
- Google suite
- Conflict management
- Training development

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/BC13FD4976?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)