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.
Role Overview As the Player Engagement Team Lead, you will play a critical role in leading, motivating, coaching, and training teams, as well as creating schedules and performing tasks based on client requirements.
Responsibilities
- Leadership: Manage teams of specialists, address project issues, uphold studio policies, and serve as an escalation point for client issues.
- Analytics: Monitor ticket databases, review daily reports, and create CRM/tool views for enhanced visibility and reporting.
- Communication: Maintain project status awareness, provide regular reports, and conduct quality control checks.
- Business: Develop training materials and assist in identifying areas for training material enhancement.
Requirements
- Strong English skills
- Previous experience in a similar position in a corporate environment
- Strong leadership skills and decision-making abilities
- Conflict management skills and ability to provide constructive feedback
- Familiarity with Helpshift, Zendesk, or other ticketing platforms, Google suite
- Flexibility with working weekends and being on call occasionally is a plus
Benefits
- HMO and Life Insurance
- Paid Time Offs and CTO
- Non-taxable Allowances
- Annual Wellness Subsidy