Pe Jobs in Quebec (NOW HIRING)

Please note that this is for internal recruiting only. External applications for this role will not be processed.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role overview

As a Shift Lead, your responsibilities include providing assistance to agents and team leaders within the project, troubleshooting agents' technical issues before escalating to IT, and coaching employees. Your primary goal is to ensure the smooth and effective operation of your shift.

Main Responsibilities:

This is not an exhaustive list of functions, responsibilities may vary dependent on the need of the role and changing business environment. 

• 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.

Requirements

You are an ideal candidate for this position if you have:

• 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.
• Full-time working in office availability
• At least 1 year of T&S experience
• Schedule: 1pm to 9pm, Tue to Sat or Sun to Thu

"Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members out side of the province of Quebec"

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

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Veuillez noter que ce recrutement est reserve aux candidatures internes. Les candidatures externes ne seront pas prises en compte.

Depuis 1998, notre mission est de transformer la facon dont les joueurs interagissent avec leurs jeux preferes. Aujourd'hui, nous sommes une equipe mondiale de plus de 12 000 professionnelles reparties dans plus de 70 studios a travers 26 pays.

Nous accompagnons les developpeurs et editeurs de jeux video en proposant une vaste gamme de services : direction artistique, audio, tests, localisation et, plus recemment, Player Engagement, l'une des lignes de services connaissant la croissance la plus rapide chez Keywords Studios.

L'equipe Player Engagement fournit des services de support technique, de gestion de communaute et de Trust & Safety a de nombreux studios AAA et independants de l'industrie du jeu video.

Rejoignez-nous dans notre mission de creer des communautes de joueurs engagees et d'offrir des experiences exceptionnelles!

En tant que PE Shift Lead, vous serez responsable d'apporter du soutien aux agents et aux responsables d'equipe au sein du projet, de resoudre les problemes techniques rencontres par les agents avant leur escalade vers l'equipe IT, ainsi que d'accompagner et de coacher les collaborateurs.

Votre objectif principal sera de garantir le bon deroulement des operations et l'efficacite de votre quart de travail.

Cette liste n'est pas exhaustive. Les responsabilites peuvent evoluer en fonction des besoins du poste et des changements dans l'environnement d'affaires.

Vous etes une candidate ideale pour ce poste si vous possedez :

D'excellentes competences en anglais.
De fortes competences en gestion du temps et des projets, incluant la capacite a prioriser efficacement les taches.
Une bonne comprehension des standards de qualite (precision, exactitude, tout en maintenant un equilibre avec la productivite).
Une experience en leadership, demontree par la capacite a analyser des tendances, identifier des problemes critiques et proposer des ameliorations.
Des competences en gestion de conflits et la capacite a montrer l'exemple.
D'excellentes competences en communication, a l'oral comme a l'ecrit.
La capacite a travailler sous pression dans un environnement dynamique.
Une grande flexibilite et de la proactivite.
Etre disponible a temps plein en presentiel.
Au moins 1 an d'experience en Trust & Safety (T&S).
Horaire : 13 h a 21 h, du mardi au samedi ou du dimanche au jeudi.

 Veuillez noter que ce poste exige que les personnes retenues puissent communiquer efficacement en anglais (oral et ecrit). Cela est necessaire en raison des echanges constants avec des clients et des membres des equipes situes a l'exterieur du Quebec. 

Politique de confidentialite:

En fournissant vos informations dans cette application, vous comprenez que nous recueillons et traitons vos informations conformement a notre Avis de confidentialite des candidats. Pour en savoir plus, veuillez consulter notre Avis de confidentialite des candidats au https://www.keywordsstudios.com/en/applicant-privacy-notice.