Team Lead - Live TV & OTT Operations - Bangalore
Gratitude IncTeam Lead - Live TV & OTT Operations - Bangalore
Job Description
Key Skills
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Team Lead - Live TV & OTT Operations - Bangalore - Up to 12 LPA - Job Code 429179
Location: Bangalore
Experience: 4 to 5 Years
Band: BPO 3-4
Salary: Up to 12 LPA
Job Code: 429179
Work Mode: Work From Office
ABOUT THE ROLE:
We are hiring Team Lead - Live TV & OTT Operations for Bangalore!
If you have 4-5 years of experience in Live Operations, TV Operations, OTT / VOD, Team Leadership, and SLA Management, this role is for you.
JOB SUMMARY:
- Monitor and maintain the customer TV Operations within SLAs
- Provide feedback, coaching, and improvement plans to team members
- Suggest and implement workflow improvements
- Monitoring and Processing of tasks, airing, programs using in-house tools and dashboard
- Manage escalations where appropriate
- Monitor chat, emails and other inhouse tools for tickets, escalations, updates from customer internal, TCS, and vendors and handle as per the defined process
- Work assignment to team members
- Follow up with team to ensure tasks are managed accurately and meeting SLAs
- Quality Analysis of tasks performed by the team members
- Participate in regular Client calls and maintain excellent rapport with the Clients
- Reporting and contributing in Client and Internal reviews
- Responsible for managing and reporting for internal TCS requirements
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Escalate and communicate issues on time
- Coach and develop team
- Perform RCAs, create and maintain SOPs
- Communicate and handle escalated issues and work closely with customer internal, cross functional teams and vendors and providers to resolve issues
- Maintain active awareness of multiple simultaneous video feeds with meticulous attention to detail
- Implement governance and audit team members work quality and provide feedback where necessary
- Perform other duties as assigned by management, focus on reporting and presenting
- Experience with workflow and process based tool i.e. CRM, ticketing tool etc.
- Responsible for internal TCS audits and corresponding documentation
Role
Account Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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