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

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

**Apply**: https://jobs.workable.com/view/4HWMWMP4GJvMMSy9qfNtQq/player-engagement---operations-team-lead-(gaming-and-non-voice)-in-pasig-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f0645e24-ae5

## Description

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 clients. You will oversee critical tasks, lead and motivate teams, create schedules, and perform tasks based on client requirements.

**Requirements**

- Leadership:

- Manage teams of specialists, set goals, and lead them proactively

- Address project issues with teams and Project Managers to prevent disruptions

- Uphold studio policies, processes, and security standards

- Serve as an escalation point for client issues

- Train, coach shift leads, and conduct weekly coaching sessions

- Provide positive recognition and disciplinary actions

- Manage vacation requests, monitor attendance, and address lateness or absences

- Analytics:

- Monitor and manage ticket databases to meet project KPIs and SLAs

- Review daily reports to identify and resolve anomalies

- Create CRM/tool views for enhanced visibility and reporting

- Understand Player Support tools and processes, key support metrics

- Read and interpret reports

- Communication:

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

- Conduct quality control checks and identify coaching opportunities

- Business:

- Create CRM/tool views for enhanced visibility and reporting

- Develop training materials and assist in identifying areas for enhancement

**Ideal Candidate**

- Strong English skills

- Previous experience in a similar position in a corporate environment

- Multitasking and prioritization skills, ability to work under pressure and adapt to change

- Strong leadership and decision-making skills

- Conflict management and constructive feedback skills

- Deadline understanding and self-motivation

- Analytical and attention to detail skills

- Familiarity with Helpshift, Zendesk, or other ticketing platforms, Google suite

- Flexibility with working weekends and being on call occasionally

**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 being on call occasionally

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/4HWMWMP4GJvMMSy9qfNtQq/player-engagement---operations-team-lead-(gaming-and-non-voice)-in-pasig-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)