Player Engagement - Operations Team Lead (Gaming and Non-voice)

Overview

As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, acting as the bridge between Keywords Studios and our valued clients. You will lead, motivate, coach and train teams, create schedules and perform tasks based on the clients' requirements.

Responsibilities

• Lead, motivate, coach and train teams; create schedules and manage tasks based on client requirements.
• Coordinate with the client and internal teams to ensure smooth project execution and address issues proactively.
• Act as an escalation point for client issues and maintain high quality standards within processes and knowledge bases.
• Train shift leads and conduct weekly one-on-one coaching sessions; provide appropriate recognition and, when necessary, disciplinary warnings.
• Manage vacation requests, monitor attendance, and address lateness or absences.

Qualifications