Customer Support Team Lead (中英文客服組長 - 可遠距居家工作)

English Resume is required for interview consideration Keywords Player Engagement is a fast-growing service line of the Keywords Studios company that offers customer service positions in the exciting gaming industry! Pioneers & Leaders for over 20 years, we have been the premier international provider of services for companies that publish and develop MMOs, virtual worlds, social games, casual games, mobile games, and transmedia content. We also provide services to online payment and virtual goods providers. Due to our continued growth, we are looking for a creative, proactive, and experienced “Customer Support Team Lead” ready to join our awesome team! The Customer Support Team Lead works on different multilingual projects and works closely with the agents, clients, and Operations Manager putting both client and agent satisfaction as a priority and also own the success of the projects. The Customer Support Team Lead will also own the success of the projects and will be in charge of managing, leading, motivating, coaching and training to their teams as well as creating schedules and perform tasks based on the clients’ requirement. Key Functions: • Manage, set goals, lead, and motivate teams (team size average 5-10 agents remotely) • 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 • Check daily reports regularly to spot and address any anomalies • Responsible for the upkeep of the studio policy, process, and security. • Provide reports to the Operations Manager and client; • 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. • Provide daily positive and constructive performance feedback to their team members; • Provide both positive recognition and disciplinary warnings appropriately; • Create training materials and 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 and coach shift leads • Own the position of daily client contact in a professional and courteous level for all assigned projects and find solutions to client requests effectively when possible. • Verification of hours in the system within the payroll deadline and in respect of the various regulations; • Manage and approve vacation requests and monitor employee attendance and flag late or absent employees; • Ensure internal and/or external project-related knowledge bases are maintained • Conduct Customer Support representative duties as and when required