Player Support Team lead (internal)

Player Support Team lead (internal)
Keywords Studios, Canada

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
Mar 4, 2021
Last Date
Apr 4, 2021
Location(s)

Job Description

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

Job Specification

Job Rewards and Benefits

Keywords Studios

Information Technology and Services - Kingston, Canada
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