Player Engagement Team Lead

About us

Keywords Studios has been in the game for over 25 years now. The majority of the best video games developers and publishers in the world can take advantage of our services in the creation of graphic art assets, customer support, game development, audio, marketing, testing and localization. In more than 70 studios located in 25 different countries, we currently employ around 12,000 talented and committed individuals, who work with passion and creativity to deliver incredible gaming experiences. The Player Engagement unit is now one of Keywords Studios' fastest-growing Service Lines. Our commitment to Imagine More, driven by cutting-edge technologies including AI, has enabled us to deliver exceptional services and stay at the forefront of the industry. Our Player Engagement team contributes to player satisfaction and engagement by providing excellent customer experiences.

Job Purpose

Our Team Leads are in charge of managing, leading, motivating, coaching and training to their teams. Working on different projects, they will be in charge of creating schedules, training and tasks based on the clients’ requirement. The Team Lead will work closely with the Operations Manager putting both client and agent satisfaction as a priority and own the success of the projects.

About the role

The job entails to lead projects to the highest possible specified quality standards according to service level agreements with each client. You will also have to communicate regularly and professionally with external stakeholders ensuring that their needs are met and answering any queries or concerns that arise. Along with providing clients with accurate data reports with project KPIs, you will be expected to participate in meetings with the clients for projects you are responsible for.

You will be required to set an example to other employees. As the senior member of the PE team, it is important you lead by initiative and behave in accordance to the core of Keywords’ values.

As a Team Lead you are responsible for your assigned team. You have an important role in ensuring that the team is effective, motivated and that each agent is provided an environment in which they can be as productive as possible.

Team Leads are responsible for the training, coaching, performance management and evaluation of their team members, and are required to give in person, qualitative and quantitative feedback on their performance on a regular basis and in a timely manner. Leads are also responsible for the monitoring and discipline of their team which includes, but is not limited to, the distribution of verbal warnings and other disciplinary actions alongside HR.

What will you be doing in this role? Key Responsibilities and Activities

Active Supervision

• Manage, lead and motivate teams.
• Proactively solve project issues with the teams and Operations Manager, before they impact the project.
• Make sure both the Operations Manager and teams are aware of project status.
• Constant monitoring and management of ticket databases to ensure quality and productivity are meeting project KPIs and SLAs.
• Create CRM/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 with local agents in person daily and virtually for remote team members.
• Providing direction to the team to ensure the customers are supported in a timely, efficient and knowledgeable manner.
• Responsible for the upkeep of the studio policy, process and security.
• Provide reports to the operations manager and client.
• Proactively resolve project issues with the team and operations manager before they impact the project.
• Review agents’ daily reports and tickets for coaching opportunities.
• Perform regular quality control checks, according to the project’s defined process.
• Act as an escalation point for our client’s customers.
  

Training & Coaching

• Provide daily positive and constructive performance feedback to their team members.
• Provide both positive recognition and warnings appropriately.
• Create training materials.
• Help identify areas where training material may need revision.
• Conduct weekly one-on-one coaching sessions with assigned employees.
• Provide employees with metrics on their performance against project KPIs or SLAs.
• Train shift leads.
  

Client Management

• Professional, courteous and regular client contact on all assigned projects.
• Own the position of daily client contact in a professional and courteous level for all assigned projects.
• Communicate important project-related information directly to the client, including reports, metrics, trending issues, blockers, etc.
• Able to find solutions to client requests when possible.

Administration

• Verification of hours in When I Work within the payroll deadline and in respect of the various regulations.
• Plan and set up employee schedules.
• Manage and approve vacation requests.
• Monitor employee attendance and flag late or absent employees.
• Responsible for the conservation of database workflows and process.
• Ensure internal and/or external project-related knowledge bases are maintained.
• Communicate employee warnings and actions taken to Human Resources.
  

Other

• Conduct Player Support Representative duties as and when required.

Requirements

What are we looking for?

Knowledge

• Strong English skills.
• Fluency in either French, Spanish, Polish or German.
• Knowledge of Player Engagement tools and processes.
• Firm understanding of key support metrics and how to apply them.
• Strong knowledge of the title assigned to them.
• Knows how to read/interpret reports.
• Knows what makes a good ticket.
  

Experience

• Minimum of 6 months experience as a Player Engagement Shift Lead.

Soft Skills

• Strong written and verbal communication skills.
• Ability to multi-task and prioritize efficiently.
• Strong leadership skills and decision-making abilities.
• Detail oriented and organized.
• Works well under pressure.
• Accountable and responsible.
• Agile and flexible to change.
• Skillful in conflict management and giving of constructive feedback.
• Results driven and able to lead a team to success.
• Encourages others to keep a high standard of accuracy and leads by example.
• Honest & open communication speaks up in meetings, shares opinions.
• Understands and is able to meet deadlines.
• Listens actively, encourages and incorporates others input.
• Self-motivated, innovative and analytical with strong attention to detail and accuracy.
• Strong analytical skills.
• Ability to evaluate personnel and identify talent.

Tools

• Familiarity with When I Work, Helpshift, Zendesk or other ticketing platforms.
• Familiarity with Google suite.
• Intermediate skills with Google Sheets.
• Experience working within Office 365.
  

Availability

• Flexibility with working weekends and to be on call occasionally is a plus.
• Please note that the role requires availability to work onsite in our Katowice office for the first 3 weeks of the training period.
  
  

Benefits

What do we offer?

• Employment contract.
• Remote work (with the exception of the onsite training period of 3 weeks) with the option to visit our brand-new office at the Global Office Park in Katowice! (PS. We even have a slide…)
• Attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses, psychological consultations with Wellbee etc.
• Professional development opportunities with our online platform, training sessions and internal vacancies.
• Employee referral program - make an impact by inviting your friend to become a fellow Keywordian and get the prize!
• Company parties with delicious food and lots of attractions at Global Office Park.
• Plenty of activities and competitions with awards + occasional company gifts!

The unique chance to take a look behind the scenes of the gaming industry and collaborate with people from all over the world!

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. 😊

Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland, Katowice

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time

Working Pattern: Remote