# Operations Team Lead | Gaming & Non-Voice (Pioneer Account)

**Company**: Keywords Studios
**Location**: Pasig, Metro Manila
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full-time
**Category**: Operations
**Industry**: Gaming
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/39CD9DF398?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6755a91d-16e

## Description

We are seeking an Operations Team Lead to join our Player Engagement team, ensuring the success of our projects and serving as a bridge between Keywords Studios and our valued clients.

Responsibilities:

- Lead, motivate, coach, and train teams, as well as create schedules and perform tasks based on client requirements.

- 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, and ensure 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.

- 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.

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

- Conduct regular quality control checks, identifying coaching opportunities within project processes.

Requirements:

- Strong English skills

- Previous experience 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

Benefits:

- HMO and Life Insurance

- Paid Time Offs and CTO

- Non-taxable Allowances

- Annual Wellness Subsidy

## Skills

### Required
- Leadership
- Analytics
- Communication
- Business
- Helpshift
- Zendesk
- Google suite

### Nice to have
- Flexibility with working weekends and to be on call occasionally

---

Source: [Apply at apply.workable.com](https://apply.workable.com/j/39CD9DF398?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)