Team Leader - Player Support

PTW; Charleston (SC); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in the gaming services industry is seeking a Team Leader for Player Support. The role focuses on managing agent performance, ensuring compliance with company principles, and fostering team development. Ideal candidates will have strong leadership skills and a commitment to excellent customer service. This remote position prefers candidates in the CST or EST time zones.

Benefits

Competitive Salary

Medical, Dental, Vision

401k with matching

Qualifications

• Previous Supervisory/Team Leader/Manager experience in a contact center.
• Proven track record of exceeding targets through strong client relationships.

Responsibilities

• Responsible for the delivery of department's SLAs and KPIs.
• Providing guidance, coaching, and development plans for the team.
• Carrying out analysis of the campaign and identifying development areas.

Skills

Communication

Leadership

Coaching

Customer Service

Job description

Join to apply for the Team Leader - Player Support role at PTW

Position: Team Lead

Department: Player Support

Location: Remote, candidates in the CST or EST zone are preferred

The individual will be a dynamic and highly motivated manager who can cultivate and build relationships easily. Your role will be fully accountable for ensuring all company principles and procedures are adhered to, including managing all operational aspects and personal development of your agents.

The ideal candidate will be engaging, personable, enthusiastic, and results-oriented with an eye for detail, committed to delivering excellent customer service through the development of their team.

You will work with existing Team Leaders across the wider CX Community, including Account Managers, to develop, support, and grow your campaign.

What you’ll be doing

• Responsible for the delivery of your assigned department's SLAs, ensuring compliance, commercial, and efficiency targets are met or exceeded.
• Managing agent and team performance versus KPIs/targets.
• Providing guidance, coaching, feedback, and development plans for your team.
• Responsible for the full people management cycle of your team.
• Working proactively with other company stakeholders to establish and maintain department compliance, performance, policies, and procedures, fostering a 'can do' culture.
• Carrying out analysis of the campaign in liaison with other Team Leaders, identifying key areas for development, and gathering intelligence.

Requirements

• Previous Supervisory/Team Leader/Manager experience, preferably within an outsourced or contact center environment.
• Proven track record of exceeding targets through building strong client relationships.
• Excellent presentation, verbal, written, communication, and interpersonal skills.
• Self-motivated with the ability to forecast campaign opportunities.
• Confidence, enthusiasm, and energy.
• Well organized with attention to detail.
• Advocate for our brand.

Benefits

• Competitive Salary
• Medical, Dental, Vision, 401k with matching

Who We Are

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios worldwide. Founded in Japan in 1994, PTW has grown to over 40 studios in 16 countries, with offices across North America, Europe, South America, and Asia. Our services include art production, game development, quality assurance, player support, community management, localization, audio production, and data collection. Visit www.ptw.com for more information.