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