愛爾蘭商熠文有限公司台灣分公司

**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

Do you want to be part of a leading international technical service provider to the global Video Gaming and Media Industries with studios in Asia, Europe, North and South America? Keywords Studios is the leading provider of creative and technical services to over 950 clients, including major AAA developers and publishers such as Microsoft, Bandai Namco, and PlayStation. With a global network of 75+ studios, we co-develop games and provide comprehensive support across all aspects of game development including Localization, QA, Audio Services, Art Production, Game Development, Player Engagement, Marketing services and much more. Our teams bring the visions of industry leaders to life, whether enhancing iconic franchises or building new projects from the ground up. We are now seeking a Subtitling Project Coordinator to join our Media & Entertainment division. In this role, you will collaborate closely with client tools, workflows, and teams to ensure seamless management of multilingual localization projects. The ideal candidate will excel in file delivery management, overseeing the hand-off and delivery of multiple projects of varying scales, all while meeting client-agreed timelines. If you thrive in a fast-paced environment and have a passion for delivering exceptional localization solutions, we'd love to hear from you! Role Responsibilities • Ensure that projects assigned to by the clients are delivered to the clients within the timescales, to the quality expected, and within the company's profitability margins. • Manage internal and external resources to ensure they perform according to the project instructions, client expectations, and the company's QA procedures. • Prepare and analyze translation files from clients. • Ensure project data in the company's system is accurate, updated, and complete. • Prepares essential data for client invoicing and financial reports. • Participate in regular internal meetings. Requirements • Excellent written and verbal communication skills in English • Experience in subtitling, localization, and/or video games industry is preferred. • Outstanding attention to detail. • Must be motivated and a team player. • Reliable and punctual. • Excellent knowledge of PC and MS Office products is essential. • Ability to cope under pressure and to work with tight deadlines. • Passion for gaming and media.

Do you want to be part of a leading international technical service provider to the global Video Gaming and Media Industries with studios in Asia, Europe, North and South America? Keywords Studios is the leading provider of creative and technical services to over 950 clients, including major AAA developers and publishers such as Microsoft, Bandai Namco, and PlayStation. With a global network of 75+ studios, we co-develop games and provide comprehensive support across all aspects of game development including Localization, QA, Audio Services, Art Production, Game Development, Player Engagement, Marketing services, Media & Entertainment, and more! Our teams bring the visions of industry leaders to life, whether enhancing iconic franchises or building new projects from the ground up. We are seeking Subtitling Project Managers to join our Media & Entertainment division. In this role, you will collaborate closely with client tools, workflows, and teams to ensure seamless management of multilingual localization projects. The ideal candidate will excel in file delivery management, overseeing the hand-off and delivery of multiple projects of varying scales, all while meeting client-agreed timelines. If you thrive in a fast-paced environment and have a passion for delivering exceptional localization solutions, we'd love to hear from you! Role Responsibilities • Lead and manage the full life-cycle of subtitling projects, from planning and scheduling to execution and delivery. • Coordinate with localization specialists to ensure all projects meet deadlines and quality benchmarks. • Monitor and track project progress, providing regular updates to stakeholders and identifying any risks or bottlenecks. • Develop and implement processes and workflows that optimize efficiency and maintain the highest standards for subtitling quality. • Manage relationships with clients and external vendors, collaborate with internal teams, such as colleagues in different offices, to align on project needs and resolve issues. • Ensure subtitling follows region-specific guidelines and adheres to cultural sensitivities, compliance laws, and industry best practices. • Stay updated on industry trends, emerging technologies, and innovations in subtitling and localization. • Report on KPIs and project metrics to upper management, proposing solutions for continuous improvement. Requirements • Bachelor's degree in Film, Media Studies, Linguistics, or a related field; advanced degrees are a plus. • 5+ years of experience in localization, translation, or media production, with a strong focus on subtitling. • Proven experience managing complex, large-scale projects with tight deadlines. • Strong understanding of subtitling software (OOONA, EZtitles), technologies, and file formats. • Knowledge of multiple languages is an advantage, but not required. • Excellent organizational, time-management, and multitasking skills. • Strong communication and interpersonal skills, with the ability to work effectively with diverse teams. • Analytical mindset with the ability to interpret project data and suggest process improvements. • Proficiency with project management tools (e.g., OOONA) and tracking systems. • Experience managing vendor relationships and negotiation.