Employers / Recruiters

WFM Team Lead / Supervisor - Player Engagement

keywords-intl1 · 16 days ago
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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 WFM Supervisor, you'll guide and motivate our team of workforce analysts, ensuring they follow internal policies and procedures. You'll support daily operations, produce high-level WFM reports, and ensure service level performance and KPIs are met. Additionally, you'll provide management with insights on efficient and cost-effective strategies. If you have a strategic mindset and a passion for optimization, we encourage you to apply to Keywords Studios and help drive our success. Click the apply button below to get started!


What are we looking for? Our WFM Supervisor has a knack for the following skills:


  • Monitor team’s productivity, effectiveness, and quality of work.
  • Proactively provide recommendations, key insights, and solutions to resolve any staffing and volume concerns.


  • Provide coaching, training, and development for innovation and solutions within the team.
  • Follow the vision, direction, and culture of the company by managing individuals' and team’s performance, expectations, and goals.
  • Maintain a high level of professionalism and act as a role model for the entire team.


  • Provide effective presentations to visualize a business case using efficient data visualization.
  • Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages, and staffing requirements that meet the defined service level agreement.
  • Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget parameters.


  • Participate in internal meetings, client calls, and any scheduling and forecasting reviews.
  • Communicate schedules, schedule changes and schedule adherence regularly or as needed.


You'd be a great fit for this role if you have:

  • At least 3 years of Workforce Management Supervisory experience focusing on forecasting, capacity planning, and scheduling in a Contact Center/BPO operations (in lieu of a degree)
  • Experience with scheduling, forecasting, and workforce management software
  • Knowledge of staff planning, workload distribution, and forecasting trend analysis
  • Advanced experience with Excel and/or Google Sheets and PowerPoint
  • Excellent technical expertise and problem-solving skills
  • Strong verbal, written, and visual communication skills
  • Ability to work autonomously and flexibility involving the working schedule
  • Detail-oriented mindset with strong time management skills


What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.


  • Non-taxable Allowances
  • Paid Time Offs
  • HMO and Life Insurance
  • Annual Wellness Subsidy

  • As a remote role, we offer flexibility and a nice work-life balance. The role will be working from home mostly but still expected to report onsite in case there's a business need (client visits, company events, any kind of business needs that would require you to go to the office, etc.)
  • Our company culture is fun, friendly, diverse and inclusive, and we welcome people from all over the world.
  • We work on exciting projects with global brands. We help the world’s greatest game development/publisher studios on community and social media management, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits.
  • Depending on your location, as well as each project and its needs, the job could be open to freelance cooperation or employment contract if there is a possibility within our global footprint.

Phases of our recruitment journey:

  • You send us your application with your updated resume.
  • If you pass the resume screening, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
  • If you pass the initial interview with TA, your profile will be shared to the WFM Manager for further review.
  • If you pass the review with the WFM, you'll be invited for an online interview with the WFM Manager and take a WFM exam on the same session. This final step usually takes around 3hrs and 30 mins to accomplish to give enough time to our candidates to finish the exam (1hr interview + 2hrs and 30 mins for the exam).
  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!


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


Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Hybrid

Last updated on Jul 2, 2024

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