Korean Player Support Team Lead

• Provide leadership and guidance to the assigned project and team members towards achieving required targets and troubleshooting of problems encountered. This includes ensuring that the customer cases and requests are handled timely and efficiently.

• Be accountable as the first-level management for the team’s conduct and performance, attrition and attendance.

• Understand the client and project business, including processes and SLAs so as to coach the team members effectively.

• Act as the role model for the team and proactively source for methods and opportunities to improve the standards and quality of the team’s deliverables, as well as mitigate any risks.

• Responsible in assisting the team manager to set performance KPIs and any work-related documentation including but not limited to regular and adhoc reports, and SOPs.

• Escalate any performance and delivery issues timely to the team manager.

• Recommend training needs and manage performance-related issues whenever necessary.

• Be ready to provide backup to the team manager relating to liaising with the clients as and when required.