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Responsibilities:
- Manage, lead, and motivate teams.
- Proactively solve project issues.
- Ensure project status awareness.
- Set and monitor team goals.
- Interact with local and remote agents.
- Provide timely client support.
- Uphold studio policies and processes.
- Report to the project manager and client.
- Perform quality control checks.
- Act as an escalation point for clients.
- Provide performance feedback to team members.
- Conduct weekly one-on-one coaching sessions.
- Train shift leads.
- Communicate project information to clients.
- Verify hours in payroll systems.
- Manage vacation requests.
- Monitor employee attendance.
- Ensure timely client deliveries.
- Maintain database workflows.
- Communicate employee warnings to HR.
Requirements:
- Knowledge of Player Support tools.
- Understanding of support metrics.
- Strong English and Russian-language skills.
- Ability to read and interpret reports.
- 3 years of AI Language model experience.
Benefits:
- Part-time schedule with employee benefits.
- Partnerships with STM, Telus, and BIXI.
- Employee Assistance Program.
