Shift Lead (Internal Recruitment)

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, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project. 🚀🔥

What are we looking for? Our PS Shift Lead has a knack for the following skills

Leadership:

• Oversee agents' daily performance, ensuring effective feedback.
• Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.
• Support training, coaching, and inquiries for both new and existing team members.
• Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards.

Communication:

• Serve as a liaison between clients and the Keywords team, addressing complex issues.
• Disseminate project details clearly to agents, ensuring current and accurate information.
• Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.

Analytics:

• Conduct ongoing audits on macros and knowledge base materials.
• Handle mass responses when necessary.
• Good time/project management skills (plan recurring work, pick the right priorities).
• Understanding quality (accuracy, correctness, empathy, balance with productivity). Knowing what makes a good ticket.

Business:

• Adapt priorities based on project queue volume changes to align with client needs.
• Complete daily tasks, including ticket management.
• Knowledge of advanced functionalities of CRM tools is an asset;

Job Requirements: 

1. Attendance Record:  

• The candidate must have maintained a combined attendance percentage below 5% absenteeism over the past six months. 

2. Disciplinary Record:  

• The candidate should have no written feedback or disciplinary actions on file for the last six months. 

3. KPI Knowledge:  

• A clear understanding of Key Performance Indicators (KPIs), specifically Customer Satisfaction (CSAT) and Average Handle Time (AHT), is required. 

4. FRT/RT Proficiency:  

• The candidate should have a strong grasp of First Response Time (FRT) and Resolution Time (RT) concepts. 

5. Presentation Requirement: Reference data for the presentation will be provided by operations before the examination date. 

• Candidates will be required to prepare and deliver a presentation focused on CSAT. The presentation will be evaluated based on the following criteria:  

- Presentation Quality: Includes graphs or charts to effectively communicate data.

- Data Accuracy: Ensuring the data presented is precise and reliable

- Action Plan Relevance: The proposed action plan should be practical and relevant to the improvement of CSAT 

- Passing Score: 80% 

 A minimum score of 80% is required to pass the presentation evaluation. The following elements will be particularly assessed:  

• Presentation Design: Use of visual aids like graphs or charts.
• Identification of Top Drivers: Key factors impacting CSAT.
• CSAT Scores Analysis: Detailed analysis of CSAT scores.
• Outliers Identification: Recognition and explanation of outliers in the data.
• Action Plans: Development of actionable plans to improve CSAT. 

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Please take note of our hiring process for this role:

1. Candidates will need to apply via this job posting (note that you'll be required to upload a CV/resume)
2. Hiring Manager will review the candidate's application if eligible to proceed, then will reach back to the candidate with an exercise to complete
3. The interview is set up for those above 80% initial assessment score. Those rejected will be informed of the status by the hiring manager.

Application deadline is on Aug 20, 2024. Please feel free to reach out to TL Gian Carlo Diasanta or OM Mark Jorhez Aguilar for any role-specific questions. Thank you.

Any adjustments to compensation and benefits will be discussed by the OM along with Helpshift HR