Customer Support Shift Lead (中英文客服班長 - 可居家工作)

**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 Shift Lead" ready to join our awesome team! Role overview As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project. What are we looking for? Our PS Shift Lead has a knack for the following skills Leadership: • Oversee agents' daily performance, ensuring effective feedback. • Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment. • Support training, coaching, and inquiries for both new and existing team members. • Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards. Communication: • Serve as a liaison between clients and the Keywords team, addressing complex issues. • Disseminate project details clearly to agents, ensuring current and accurate information. • Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment. Analytics • Conduct ongoing audits on macros and knowledge base materials. • Handle mass responses when necessary. • Good time/project management skills (plan recurring work, pick the right priorities). • Understanding quality (accuracy, correctness, empathy, balance with productivity). • Knowing what makes a good ticket. Business: • Adapt priorities based on project queue volume changes to align with client needs. • Complete daily tasks, including ticket management. • Knowledge of advanced functionalities of CRM tools is an asset; You are an ideal candidate for this position if you have: • Excellent English and Mandarin Chinese skills; • Leadership expertise – ability to interpret trends, spot hot issues, summarize, provide basic project suggestions; • Leading by example and conflict management skills; • Excellent communication skills; • Ability to read analytics and metric data. Advanced knowledge of Excel/Google Spreadsheet is a plus; • Ability to work under pressure in a fast-paced environment with flexibility, proactivity.