Team Lead - Live Streaming Operations - Bangalore - WFO
Gratitude IncTeam Lead - Live Streaming Operations - Bangalore - WFO
Job Description
Key Skills
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WE ARE HIRING - Team Lead - Live Streaming Operations - Bangalore - WFO
Job Code: 429179 | Location: Bangalore | Band: BPO 3-4 | Exp: 4-5 Years | Salary: Up to 12 LPA
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
Work Experience:
- 4-5 years professional experience
- 3+ years in a leadership and management position directly managing people and process
- Worked in a live operations and time sensitive environment; i.e. call center, help desk, network operations, OTT - Preferred
- Willing to work every weekend and any shift between without any rotation between shifts
- Willing to work beyond defined shift as per Client ask - not a regular occurrence
Knowledge, Skills and Abilities:
- Strong knowledge and experience with live TV, live sports and Video on Demand
- Strong knowledge of leadership principles
- High attention to detail, excellent communication skills and ability to troubleshoot and document issues
- Excellent prioritization, time management, and collaboration skills
- Strong multi-tasking skills and ability to complete high priority tasks in a timely manner
- Strong computer skills with experience with Chrome, Google Suite, and Google Apps
- Strong experience with varied devices such as Mobile - IOS and Android, iPads, Tablets, Smart TVs, Xbox etc
- Experience in dealing with internal and external customers
- Maintain a high sense of urgency while staying calm under pressure
- Team-oriented, quick learner and adapt to changes
- Able to provide results within a given time frame
- Must have the ability to pay attention to live streams for long-periods of time and attune to cues in live streams, signal the start and end of programs
- Experience of Managing Partners and interaction with business users
- Create and analyze data and team metrics for performance tracking and reporting purposes
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.
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