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Player Support Shift Lead - Internal Recruitment

Keyword Studios
1 year ago
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The Shift Lead’s duties include moderation, tickets, and supporting the team, shared as necessary the Shift Lead and the Team Lead. The Shift Lead works on high-level tickets and content (complex tickets, escalations, soft skills, low certainty items), coaching agents on ticket handling strategies and processes regularly and in a timely manner. The Shift Lead assists the Team Lead in monitoring and disciplining their team, including but not limited to helping provide verbal warnings and other disciplinary actions alongside HR. The Shift Lead is required to set an example for other employees. As one of the senior members of the PS team, it is important that the Shift Lead leads by example and behaves in accordance with Keywords’ core values.

REQUIREMENTS

Key Responsibilities and Activities

SUPPORT

TRAINING AND COACHING

CLIENT MANAGEMENT

ADMINISTRATION

OTHER

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