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Player Support Team lead (internal)

Our team leads are in charge of managing, leading, motivating, coaching, and training their teams. Working on different projects, team leads are in charge of creating schedules, training for team members, and tasks based on client requirements. Team leads work closely with project managers to ensure that client and agent satisfaction is a top priority and to own the success of their projects.

Scope of Role

The job entails leading projects in accordance with the specified quality standards and service level agreements for each client. You will have to communicate regularly and professionally with external stakeholders to ensure that their needs are met and to answer any queries or concerns that may arise. Along with providing clients with accurate data reports on project KPIs, you will be expected to participate in meetings with the clients on the projects you are managing.

You will be required to set an example for other employees. As the senior member of the PS team, it is important that you lead by example and behave in a way that reflects Keywords’ core values.

As a team lead, you are responsible for your assigned team. Your job is to ensure that your team is effective and motivated, and that each agent is provided with an environment in which they can be as productive as possible.

Team leads are responsible for their team members’ training, coaching, performance management, and evaluations. Team leads are required to give in-person qualitative and quantitative feedback on team members’ performance on a regular basis and in a timely manner. Team leads are also responsible for monitoring their team and applying disciplinary measures when required, including but not limited to verbal warnings and other disciplinary actions, alongside HR. Key Responsibilities and Activities

ACTIVE SUPERVISION

 Manage, lead, and motivate teams.

 Proactively solve project issues with the teams and project manager before they impact the project.

 Make sure both the project manager and teams are aware of the project’s status.

 Constantly monitor and manage ticket databases to ensure that quality and productivity are in line with project KPIs and SLAs.

 Create CRM and tool views for better visibility and reporting.

 Set, monitor, and achieve goals through the team.

 Check daily reports regularly to spot and address any anomalies.

 Interact daily with local agents in person and remote team members virtually.

 Provide direction to the team to ensure clients receive support in a timely, efficient, and knowledgeable manner.

 Uphold studio policies, processes, and security procedures.

 Provide reports to the project manager and client.

 Review agents’ daily reports and tickets for coaching opportunities.

 Perform regular quality control checks according to established project processes.

 Act as an escalation point for our client’s customers.

TRAINING AND COACHING

 Provide daily positive and constructive performance feedback to team members.

 Provide both positive recognition and warnings appropriately.

 Help identify areas where training material may need to be reviewed and create training materials.

 Conduct weekly one-on-one coaching sessions with assigned employees.

 Provide employees with metrics on their performance according to project KPIs or SLAs.

 Train shift leads.

CLIENT MANAGEMENT

 Interact in a professional, courteous, and regular manner with client contacts on all assigned projects.

 Act as a point of contact for the client and communicate with them in a professional and courteous manner for all assigned projects.

 Communicate important project-related information directly to the client, including reports, metrics, trending issues, and blockers.

 Find solutions to client requests when possible.

ADMINISTRATION

 Verify hours in When I Work within payroll deadlines.

 Manage and approve vacation requests.

 Monitor employee attendance and flag late and absent employees.

 Maintain database workflows and processes.

 Ensure internal and/or external project-related knowledge bases are maintained.

 Communicate employee warnings and disciplinary actions to Human Resources.

OTHER

 Conduct Player Support representative duties as required.

Requirements

KNOWLEDGE

 1-3 years of experience in management, supervision, or similar

 Knowledge of Player Support tools and processes

 Firm understanding of key support metrics and how to apply them

 Solid knowledge of the assigned title

 Strong English-language skills

 Ability to read and interpret reports

 Strong analytical skills

 Ability to analyze and assess tickets to determine the level of quality

SOFT SKILLS

 Strong written and verbal communication skills

 Ability to multi-task and prioritize effectively

 Strong leadership and decision-making skills

 Detail-oriented and organized

 Ability to work well under pressure

 Reliable and responsible

 Flexible, adapts quickly to change

 Strong conflict management skills; ability to provide constructive feedback

 Results-driven individual able to lead a team to success

 Ability to maintain high accuracy standards and leads by example

 Honest and open communicator who speaks up in meetings and shares opinions

 Ability to manage and meet deadlines

 Active listener who encourages and incorporates others’ input

 Motivated, innovative, and analytical individual who pays attention to detail and accuracy

 Ability to evaluate personnel and identify talent

TOOLS

 Familiarity with When I Work, Helpshift, Zendesk or other ticketing platform

 Familiarity with Google’s G Suite

 Intermediate knowledge of Google Sheets

 Experience with Microsoft Office 365

AVAILABILITY

 Flexible schedule, able to work weekends and be on call occasionally