Keywords Studios
Computer Games
TrustandSafetyTeamLead
“Trust and Safety Team Lead at Keywords Studios. Skills: Team Management, Client Relations, Operational Oversight. Manage daily work of Superheroes. Assign daily work of Superheroes”
What You'll Achieve.
Meet project KPIs; Meet SLAs; Achieve team goals
Industry & Context.
Issue Resolution; Conflict Management; Troubleshooting
Working weekends, On call occasionally
What They're Looking For.
Must Have
Relevant experience in Trust and Safety, Relevant experience in Content Moderation, Team Lead experience, English language proficiency, Experience in a corporate environment, Ability to multitask, Ability to prioritize work
Nice to Have
Flexibility with working weekends, On call occasionally
What You'll Do.
Manage daily work of Superheroes
Assign daily work of Superheroes
Oversee daily work of Superheroes
Oversee quality of Superheroes
Provide direction to team
Ensure customer requests are answered
Identify system improvements
Identify workflow improvements
Delegate tasks to team
Resolve project issues proactively
Ensure awareness of project status
Manage performance consistency
Enforce quality standards
Monitor ticket databases
Ensure quality and productivity
Monitor goals for team
Achieve goals for team
Interact with Superheroes
Monitor mental health
Serve as point of contact
Maintain upkeep of policy
Maintain upkeep of process
Maintain upkeep of security
Resolve work-related software issues
Escalate software issues
Own client contact position
Communicate project information
Find solutions to client requests
Decline client requests
Provide performance feedback
Provide positive recognition
Provide monthly evaluation feedback
Identify training material needs
Perform moderation duties
Assist in setting up workspaces
Troubleshoot hardware issues
Troubleshoot software issues
Keep work schedules updated
Establish work procedures
Establish work processes
Develop strategies for wellbeing
Develop plans for wellbeing
Participate in improvement initiatives
Contribute to best practices
Advise on technology use
Provide feedback on processes
How You'll Work.
Team & Collaboration
Cross-functional teams; Operations Manager; IT helpdesk; Trust & Safety Team
Communication Scope
Client Reporting; Project Status Reporting; Performance Feedback
Process & Methodology
Project Schedule Management, Resource Optimization, Goal Setting, Work Schedule Updates, Work Procedures Establishment, Process Establishment
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