Talent Acquisition Team Leader

Helpshift is a Keywords Studios company and an AI-first customer service platform used by some of the world’s largest games, digital entertainment, and consumer technology companies. It helps businesses deliver scalable, human-centric support through conversational AI, automation, and live agent tooling, serving millions of end users globally.

Keywords Studios is an international technical and creative services provider to the video games and entertainment industries, working alongside clients across 70+ facilities in 26 countries. Helpshift joined Keywords Studios through an acquisition announced in December 2022 and was integrated with Keywords’ Player Support business, giving clients a complete player experience solution that combines technology with global support teams.

As the front-line leader of our Talent Acquisition team, you will run day-to-day TA operations across APAC, India, and EMEA. You will lead a team while staying hands-on across the hiring lifecycle, from sourcing to pre-boarding. You will be the point of contact for the TA team and the bridge between TA Global Leadership and business stakeholders, using data to track performance and shape strategies that raise the quality and efficiency of our hiring.

• Partner with stakeholders and internal departments to understand hiring needs and define role profiles.
• Manage the end-to-end TA process: sourcing and attraction, screening, TA interviews, assessments, endorsement to stakeholders, and pre-boarding.
• Own hiring delivery and quality of hire across all regions.
• Act as the POC for the TA team and the bridge between TA Global Leadership and business stakeholders.
• Track, maintain, and report on TA KPIs (for example time-to-fill, offer acceptance rate, source effectiveness, cost per hire, and quality of hire) using dashboards and trackers.
• Delegate work, monitor requisition status, and drive adherence to timelines across the team.
• Manage job portals and external vendors, including agency relationships, performance, and costs.
• Ensure adherence to recruitment processes, policies, and compliance requirements.
• Coach, mentor, and develop team members through regular feedback and training.
• Propose and execute strategies to improve candidate quality, efficiency, and employer brand, and support the TA Manager / Global Head in strategic initiatives.
• Stand in for the TA Manager / Global Head of Talent Acquisition in their absence.

• Education: Any graduate degree in Human Resources, or an MBA, from a recognized university.
• Experience: At least 2 years as a TA Team Leader / Officer, or 5 years as a Specialist in BPO Talent Acquisition.
• Preferred: Experience managing regional and/or global setups is a plus.

Must have

• Strong knowledge of sourcing and recruitment strategies, principles, processes, and best practices.
• Proficiency in profile screening and behavioral interviewing.
• Hands-on experience with job portals such as Naukri and LinkedIn Recruiter.
• Vendor and agency management.
• Strong working knowledge of the Google Workspace ecosystem (Google Sheets, Docs, Slides, Drive, Calendar, Gmail, Forms).
• Data-oriented reporting: trackers, dashboards, and MIS reports.
• Excellent written and verbal communication.
• Basic knowledge of other HR areas such as Compensation & Benefits and Employee Relations.

Good to have

• Working knowledge of Workday.
• Experience with an Applicant Tracking System (ATS).
• Exposure to AI tools for sourcing, screening, and recruitment automation.
• Familiarity with the IT/BPO, SaaS, or gaming industry talent landscape.