Player Engagement Team Lead

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2 days ago

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Keywords Studios

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Gaming • Media • Artificial Intelligence

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

📋 Description

• Oversee daily operations, guide a team of agents, and mentor Shift Leads to ensure outstanding service delivery. • Monitor performance, drive continuous improvement, and act as the primary contact for the client. • Provide coaching, support career development, and uphold operational and quality standards to help your team succeed. • Lead, motivate, and support a team of 10–20 agents (on-site and/or remote), ensuring performance, compliance, and policy adherence. • Provide continuous coaching through daily feedback, weekly 1:1s, and clear performance metrics against KPIs/SLAs. • Recognize strong performance and issue disciplinary warnings when needed; manage attendance, leave approvals, and schedule adherence. • Guide agents’ career development and progression into areas such as leadership, workforce, quality, or specialist roles. • Monitor and manage ticket databases to ensure quality and productivity meet project KPIs and SLAs. • Act as the main point of contact for the client, addressing requests and providing workable solutions. • Identify and resolve project issues proactively before they affect performance.

🎯 Requirements

• Strong command of English (written and spoken). • Proven experience in a similar role (Shift Lead, Senior Agent) in a corporate or professional environment. • Solid understanding of KPIs and SLAs and how to use them to drive team performance. • Proficiency with Helpshift, Zendesk, or other ticketing platforms; comfortable with Google Suite, Office 365, and intermediate Google Sheets. • Ability to analyze, interpret, and act on reports and data to drive strategic decisions. • Strong leadership, decision-making, and results-driven mindset. • Excellent communication skills with the ability to give clear guidance, constructive feedback, and foster collaboration. • Organized and able to multitask, prioritize, and meet deadlines in a fast-paced environment. • High ownership, accountability, and proactive problem-solving; leads by example and maintains high standards of quality and accuracy. • Skilled in conflict resolution and team development, able to evaluate performance and support career growth. • Willingness to work weekends or adjust schedules/on-call as needed.