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Player Support Shift Lead with Korean

Shift Lead responsibilities include providing assistance to agents and team leaders within a project, troubleshooting technical issues of agents prior to escalating to IT, coaching new employees. Ultimately, you will ensure all aspects of your shift run smoothly and effectively.

Main responsibilities

• Review and monitor agents daily performance by checking their daily report and other available tools;
• Escalate more difficult tickets and complex questions to the client. Be a link between the client and the Keywords team;
• Monitor and react to volume changes within the various project queues. Adjust focus and priority accordingly to clients’ needs;
• Cascade project information to the agents in a clear manner. Always ensuring they have the most up to date and valid information available;
• Run continuous audits on existing macros and knowledgebase;
• Handle mass responses when applicable;
• Complete daily agents' tasks, including tickets handling;
• Provide direction and feedback to agents during shifts;
• Escalate last-minute absences and coverage issues to the team leader and project manager;
• Assist with training and coaching of new and existing employees;
• Assist agents with their project-related inquiries;
• Perform QC activities and deliver resulting feedback to agents, team leads and project managers;
• Troubleshoot technical issues;
• Inspect equipment and communicate the need for repairs or replacements to management;
• Ensure health and safety standards are followed for the assigned team;
• Foster and maintain a positive work environment – build engagement, resolve conflicts.
  

Requirements

• Strong English and Korean written and verbal communication skills
• Tenure at Keywords of minimum 3 months;
• Able to calibrate with Tier 2 and Team Lead the course of actions and highlight main drivers
• Meeting the goals and KPIs of your current position within Player Support,
• No open disciplinary case;
• People/project leadership experience will be an asset;
• Good time/project management skills (plan recurring work, pick the right priorities);
• Understanding quality (accuracy, correctness, empathy, balance with productivity). Knowing what makes a good ticket;
• Leadership expertise – ability to interpret trends, spot hot issues, summarize, provide basic project suggestions;
• Leading by example and conflict management skills;
• Excellent communication skills;
• Knowledge of advanced functionalities of CRM tools is an asset;
• Ability to read analytics and metric data. Advanced knowledge of Excel/Google Spreadsheet is a plus;
• Ability to work under pressure in a fast-paced environment;
• Flexibility, proactivity.