DUTIES AND RESPONSIBILITIES

  • Manage, set goals, lead and motivate teams (team size average 10-20 agents remote
  • Proactively solve project issues with the teams and Project manager, before they impact the project.
  • Make sure both the Project 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 project 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 project 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 Player support representative duties as and when required.

TECHNICAL SKILLS

  • Mandarin (speaking) and Simplified Chinese (Written) proficient
  • Familiarity with Google suite;
  • Intermediate skills with Google Sheets;
  • Familiarity with Helpshift, Zendesk or other ticketing platforms;
  • Experience working within Office 365

BEHAVIOURAL SKILLS

  • Strong leadership skills and decision-making abilities;
  • Detail oriented and organized;
  • Works well under pressure;
  • Agile and flexible to change;
  • Skillful in conflict management and giving of constructive feedback;
  • Results driven and able to lead a team to success;
  • Encourages others to keep a high standard of accuracy and leads by example;
  • Understands and is able to meet deadlines;
  • Self-motivated, innovative and analytical with strong attention to detail and accuracy.

Requirements

  • 2-4 years of experience in a leadership position
  • Understanding of Player Support tools and processes;
  • Firm understanding of key support metrics and how to apply them;
  • Strong English skills;
  • Ability to read/interpret reports
  • Strong written and verbal communication skills;
  • Ability to multi-task and prioritize efficiently;
  • Ability to evaluate personnel and identify talent
  • Flexibility with working weekends and to be on call occasionally is a plus.
  • Candidate must possess at least a Bachelor's/ College Degree in any field.

Benefits

WHAT WE OFFER

  • · HMO coverage
  • · Workers Insurance
  • · SL and VL upon regularization
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