Player Engagement Team Lead

Summary

Join Keywords Studios as a Player Engagement Team Lead and play a crucial role in bridging the company with valued clients. You will lead and motivate teams, manage projects, ensure smooth operations, and create schedules based on client needs. This role initially requires on-site reporting for onboarding and training, transitioning to a remote/WFH setup afterward. The position demands strong leadership, analytical, and communication skills, along with experience in a similar corporate role. Keywords Studios offers a comprehensive benefits package including HMO, life insurance, paid time off, and a wellness subsidy.

Requirements

• 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; 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

Responsibilities

• 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 as well as ensuring that 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
• Develop training materials and assist in identifying areas for training material enhancement

Preferred Qualifications

Flexibility with working weekends and to be on call occasionally

Benefits

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