Shift Lead (Internal Recruitment)

Please note that this is for internal recruiting only. External applications for this role will not be processed.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As a Shift Lead, your responsibilities include providing assistance to agents and team leaders within the project, troubleshooting agents' technical issues before escalating to IT, and coaching new employees. Your primary goal is to ensure the smooth and effective operation of your shift.

Main Responsibilities:

This is not an exhaustive list of functions, responsibilities may vary dependent on the need of the role and changing business environment. 

• Escalate last-minute absences and coverage issues to the team leader and Operations Manager.
• Review and monitor agents' daily performance through reports and available tools.
• Escalate more challenging issues and complex questions to the client, acting as a liaison between the client and the Keywords team.
• Monitor and respond to volume changes across support sites, adjusting focus and priorities according to client needs.
• Communicate project information clearly to agents, ensuring they have the most up-to-date and relevant information.
• Assist agents with their tasks and provide direction and feedback during shifts.
• Aid in training and coaching new and existing employees.
• Help troubleshoot technical issues encountered by agents.
• Conduct QC shadowing sessions and provide resulting feedback to agents, team leads, and Operations Managers.
• Foster a positive work environment by promoting engagement, resolving conflicts, and encouraging teamwork.

You are an ideal candidate for this position if you have:

• Excellent English language skills.
• Experience in a customer support environment
• Strong Communication Skills
• Proficient in managing both internal and external communications across multiple
  channels (Slack, email, video conferencing)
• Familiarity with video game development cycles and key components such as
  coding, game design, asset creation, and testing.
• Experience and familiarity with Episode highly preferred
• Experience with reporting tools and software such as Google sheets, Lookerstudio, JIRA, and Zendesk dashboards

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.