πCanada
Team Lead, Player Engagement
closed
Keywords Studios
πRemote - Philippines
Summary
Join us in our mission to build engaging player communities and offer outstanding experiences! As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients.
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
Benefits
- HMO and Life Insurance
- Paid Time Offs and CTO
- Non-taxable Allowances
- Annual Wellness Subsidy
This job is filled or no longer available
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