PE Team Lead

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. 

DUTIES AND RESPONSIBILITIES:

·         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. 

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

·         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. 

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

·         Act as an escalation point for our clients and their customers. 

·         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. 

·          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. 

·         Verify hours in When I Work within payroll deadlines. 

·         Manage and approve vacation requests. 

·         Monitor employee attendance and flag late and absent employees. 

·         Familiarity with prompt creation, ChatGPT and AI Language models   

·         Ensure planning of deliverable pipeline and forecast workload  

·         Ensure deliveries to client in a timely fashion   

·         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. 

·         Conduct Player Support representative duties as required.

KNOWLEDGE:

·         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 

"Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members out side of the province of Quebec"

·         Ability to read and interpret reports 

·         Strong analytical skills 

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

·         3 years of AI Language model dictionary building experience

BEHAVIOURAL SKILLS:

·       Communicative and outgoing you like to share your ideas with others 

·       You enjoy working in a team but are autonomous and capable or driving your own work 

·       You have strong critical thinking & decision-making skills 

·       Willing and understanding that Trust & Safety roles imply being exposed to unpleasant content at times 

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 

RESPONSIBILITIES RELATING TO AI:

·        Data Generation

·        Using various tools to curate and build datasets for evaluating and testing models and/or prompt effectiveness

·        Labeling or analyzing data for our data scientists to assist in training AI 

·        Red-Teaming

·        Test for potential harms in new AI features, evaluate response, report results

·        Work with internal teams to refine policy input for AI

·        Contribute native language prompts to red-teaming library for future use

·        Quality Audits

·        Label audit data provided

·        Report results, identify areas of weakness and recommendations for improvement

• Full-time schedule, plus employee benefits, including health and dental care, when eligible.
• Partnerships with STM, Telus, and BIXI (among others).
• Employee Assistance Program.

PHASES OF OUR RECRUITMENT JOURNEY:

1. You send us your application with the resume.

2. After reviewing your candidacy, we invite you to our online language assessment to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!

3. If you successfully pass the test - we’ll invite you for the online Interview via MS Teams with one of our recruiters. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with a Team Lead or an Operations Manager.

4. At the end of our journey - hopefully you will receive an offer and become our new Keywordian! Our recruitment process is fully online and remote. We value each application and review every candidate individually.

Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move