Promise Recruitment
Job Overview
Keywords Studios · Pasig, Metro Manila · onsite
We are seeking a Trust & Safety – Operations Team Lead to join our Player Engagement team in Pasig, Metro Manila, Philippines.
The primary responsibility of the Trust & Safety Team Lead is to manage, assign, and oversee the daily work and quality of the Superheroes (T&S Moderators), as well as report to the client. You will play a crucial role in ensuring the success of our projects, acting as a bridge between Keywords Studios and our valued clients.
Responsibilities:
- Manage and oversee the daily work and quality of the Superheroes
- Report to the client and provide updates on project status
- Lead, motivate, coach, and train teams
- Create schedules and perform tasks based on client requirements
- Monitor performance and optimize resources
- Manage and enforce quality and consistency of Superheroes' performance
- Constantly monitor and manage ticket databases to ensure quality and productivity
- Set, monitor, and achieve goals through the Trust & Safety team
- Interact with Superheroes through web conferencing or face-to-face
- Provide daily positive and constructive performance feedback to Superheroes
- Provide monthly evaluation feedback to Superheroes
- Mentor and support all staff, including new Team Leads
- Perform moderation duties as required
- Assist in setting up and maintaining Superheroes' on-site workspaces
- Troubleshoot hardware and software issues
Requirements:
- Strong observational skills, analytical and detail-oriented
- High ethical standards
- Moderation skills
- Proactive in completing tasks and escalating issues
- Strong problem-solving skills
- Strong leadership skills
- Excellent organizational skills
- Strong decisional skills
- Strong interpersonal skills
Desired Qualifications:
- Bachelor's degree in a relevant field
- 2-4 years of experience in a leadership position
- Advanced knowledge of G Suite and Windows Suite
- Ability to speak, read, and write in additional languages
Benefits:
- HMO and Life Insurance
- Paid Time Offs and CTO
- Non-taxable Allowances
- Annual Wellness Subsidy
Key skills: leadership, moderation, problem-solving, organizational, interpersonal, G Suite, Windows Suite, additional languages
Job Detail
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Career LevelManagerial
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GenderBoth
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INDUSTRYDevelopment