PE Shift Lead (Internal Recruitment ONLY)
On-site · Montréal, Quebec, Canada
Job Summary
Internal Recruitment Only: Shift Lead for Keywords Studios’ Player Engagement team. Lead and coach agents on shift, troubleshoot agents’ technical issues before escalating to IT, and provide guidance to improve performance. Responsibilities include escalating absences and coverage issues to the team leader and Operations Manager, reviewing agents’ daily performance via reports and tools, acting as liaison between the client and the Keywords team, monitoring volume changes and adjusting priorities, communicating project information to agents, assisting with tasks and providing direction and feedback, aiding in training and coaching, troubleshooting technical issues, conducting QC shadowing and delivering feedback, and fostering a positive work environment with strong engagement and teamwork.
Required Qualifications
- Excellent English language skills
- Strong time and project management skills
- Understanding of quality standards (accuracy, correctness)
- Leadership expertise demonstrated by ability to interpret trends and propose improvements
- Conflict management skills and ability to lead by example
- Excellent communication skills, both verbal and written
- Ability to thrive under pressure in a fast-paced environment
- Demonstrated flexibility and proactivity
- At least 1 year of T&S experience
- Schedule: 1pm to 9pm, Tue to Sat or Sun to Thu
- Full-time in-office availability
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