Player Engagement - Operations Team Lead (Gaming and Non-voice)

We are seeking a Player Engagement - Operations Team Lead to join our team in Bacolod, Philippines. As a Team Lead, you will play a crucial role in ensuring the success of our projects, bridging the gap between Keywords Studios and our valued clients. Your mission will involve leading, motivating, coaching, and training teams, as well as creating schedules and performing tasks based on client requirements.

Key responsibilities include:

• Managing, setting goals, and leading teams of specialists of varied sizes, both locally and remotely
• Proactively addressing project issues with teams and Project Manager to prevent disruptions
• Upholding studio policy, process, and security standards, as well as ensuring that project-related knowledge bases are up-to-date
• Serving as an escalation point for client's customer issues
• Training, coaching shift leads, and conducting weekly one-on-one coaching sessions
• Providing appropriate positive recognition and disciplinary warnings
• Managing vacation requests, monitoring attendance, and addressing lateness or absences

Requirements include:

• 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, with the 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 being on call occasionally is a plus

Benefits include:

• HMO and Life Insurance
• Paid Time Offs and CTO
• Non-taxable Allowances
• Annual Wellness Subsidy