PE Shift Lead (Internal Recruitment ONLY) at Keywords Studios

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, Video GamesIndustries

Requirements

Excellent English language skills
Strong time and project management skills, including the ability to prioritize tasks effectively
Understanding of quality standards (accuracy, correctness, balanced with productivity)
Leadership expertise demonstrated by the ability to interpret trends, identify critical issues, and propose project 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
Availability to work in our Diagonal Studio on this shift: 2pm to 11pm Monday to Friday. Full address: Diagonal 27, Col del Valle Centro, Benito Juárez, 03100 Ciudad de México, CDMX
MEXICO AGENTS ONLY

Responsibilities

Escalate last-minute absences and coverage issues to the team leader and Operations Manager
Review and monitor agents' daily performance through reports and available tools
Escalate more challenging issues and complex questions to the client, acting as a liaison between the client and the Keywords team
Monitor and respond to volume changes across support sites, adjusting focus and priorities according to client needs
Communicate project information clearly to agents, ensuring they have the most up-to-date and relevant information
Assist agents with their tasks and provide direction and feedback during shifts
Aid in training and coaching new and existing employees
Help troubleshoot technical issues encountered by agents
Conduct QC shadowing sessions and provide resulting feedback to agents, team leads, and Operations Managers
Foster a positive work environment by promoting engagement, resolving conflicts, and encouraging teamwork

Skills

Team Leadership

Performance Monitoring

Troubleshooting

Coaching

Training

Escalation Management

Client Liaison

Shift Management

Community Management

Trust & Safety

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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