Job Description: Team Lead – Live TV & Media Operations

Location: Bangalore
Experience: 4–5 Years
Band: BPO 3/4
Salary: Up to ₹12 LPA
Job Code: 435736
Work Mode: Not specified in the JD
Shift: Any shift as assigned; weekend work is mandatory

Job Overview

We are seeking an experienced Team Lead – Live TV & Media Operations to manage day-to-day live television and media operations, ensuring accurate task execution, high-quality service delivery, and adherence to client-defined service-level agreements (SLAs). The ideal candidate will have experience leading teams in time-sensitive operational environments, monitoring live TV feeds, managing escalations, and driving continuous process improvement.

Key Responsibilities

• Monitor and maintain live TV and media operations to ensure uninterrupted service delivery and compliance with established SLAs.

• Oversee the monitoring and processing of live TV programs, sports broadcasts, video-on-demand content, and scheduled airing activities using internal tools and dashboards.

• Assign tasks to team members, track progress, and ensure timely and accurate completion of operational activities.

• Monitor tickets, chats, emails, and internal communication channels for customer updates, escalations, and issues involving clients, internal teams, and vendors.

• Manage escalations, communicate critical issues promptly, and coordinate with cross-functional teams and service providers for resolution.

• Coach and mentor team members through regular feedback, performance reviews, and individual improvement plans.

• Conduct quality checks and audits of team activities to ensure accuracy, compliance, and adherence to defined processes.

• Perform root cause analysis (RCA), maintain standard operating procedures (SOPs), and implement workflow improvements.

• Participate in client calls, maintain strong client relationships, and contribute to client and internal performance reviews.

• Prepare operational reports, analyze team metrics, and present performance updates to management and stakeholders.

• Maintain documentation and complete internal audits and compliance requirements.

• Monitor multiple live video feeds with exceptional attention to detail, identifying program start and end times, stream issues, and relevant operational cues.

• Collaborate with business users, partners, vendors, and internal stakeholders to resolve operational issues and improve service quality.

Required Skills and Qualifications

• 4–5 years of overall professional experience.

• At least 3 years of experience in a team leadership or people-management role.

• Experience in live operations, media operations, television broadcasting, OTT platforms, network operations, help desks, or other time-sensitive environments.

• Strong understanding of live TV, live sports, and Video on Demand (VOD).

• Proven leadership, team management, coaching, and performance-monitoring skills.

• Excellent written and verbal communication skills.

• Strong analytical, troubleshooting, prioritization, and problem-solving abilities.

• Experience with CRM systems, ticketing tools, workflow platforms, and operational dashboards.

• Proficiency in Chrome, Google Workspace, Google Suite, and related applications.

• Familiarity with devices such as iOS and Android mobile phones, iPads, tablets, Smart TVs, and Xbox consoles.

• Ability to monitor live streams for extended periods and identify important program and broadcast cues.

• Strong reporting, data analysis, quality assurance, and documentation skills.

• Ability to multitask, work under pressure, and meet strict deadlines while maintaining accuracy.

Work Requirements

• Willingness to work every weekend.

• Must be available for any assigned shift, with no shift rotation between schedules.

• Flexibility to work beyond scheduled hours when required by the client; this is expected to be occasional.

• Ability to work in a fast-paced, time-sensitive operational environment.

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for profile creation.