Keywords Studios

PE Team Lead – Internal Recruitment Only

Keywords Studios

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Job Level

Senior

About the role

  • Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
  • Proactively address project issues with teams and Project Manager to prevent disruptions.
  • Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
  • Serve as an escalation point for client's customer issues.
  • Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
  • Provide appropriate positive recognition and disciplinary warnings.
  • Manage vacation requests, monitor attendance, and address lateness or absences.
  • Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
  • Regularly review daily reports to identify and resolve anomalies.
  • Create CRM/tool views for enhanced visibility and reporting.
  • Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
  • Ability to read/interpret reports.
  • Maintain awareness of project status and provide regular reports to Operations Manager.
  • Conduct regular quality control checks, identifying coaching opportunities within project processes.
  • Create CRM/tool views for enhanced visibility and reporting.
  • Develop training materials and assist in identifying areas for training material enhancement.

Requirements

  • Excellent **English **skills
  • Experience in Customer Support
  • 3 months experience as a Shift Lead or Team Lead
  • Flexibility in Shift Schedule.
  • MEX candidates.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SupportProject ManagementQuality ControlCoachingTraining Material DevelopmentKPI MonitoringSLA ManagementReport InterpretationCRM ManagementTicket Database Management
Soft Skills
LeadershipCommunicationProblem SolvingFlexibilityTeam ManagementCoachingRecognitionConflict ResolutionOrganizational SkillsProactive Approach