bilingual Team Lead (chinese)Keywords Studios

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
Keywords Studios

Philippines
Permanent
Full-time