Team Lead – Live TV & Media Operations

Gratitude Inc

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2 hours ago

Team Lead – Live TV & Media Operations

4-5 Year(s)

Bangalore

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Job Description

Key Skills

Quality Analyst Process Improvement client management team leadership Good exposure in to escalation management media operation Process documentation & SOPs Team Management, SLA Management

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Team Lead – Live TV & Media Operations

Location: Bangalore
Experience: 4–5 Years

Job Summary

We are looking for an experienced Team Lead – Live TV & Media Operations to manage and monitor live TV, live sports, video-on-demand, and time-sensitive media operations. The role involves leading a team, ensuring tasks are completed within defined SLAs, managing escalations, monitoring live streams and video feeds, conducting quality analysis, and maintaining effective communication with clients, internal teams, and external vendors.

The ideal candidate should have strong leadership skills, experience in live operations or time-sensitive environments, and the ability to work effectively under pressure.

Key Responsibilities

Monitor and maintain Live TV and Media Operations within defined SLAs.
Lead, coach, and develop team members through regular feedback and improvement plans.
Assign work and ensure accurate and timely completion of tasks.
Monitor and process tasks, programs, airing schedules, and live feeds using in-house tools and dashboards.
Manage and resolve escalations as per defined processes.
Monitor chats, emails, ticketing systems, and other internal tools for tickets, updates, and escalations.
Coordinate with internal teams, clients, cross-functional teams, vendors, and service providers.
Conduct quality analysis and audits of work performed by team members.
Perform Root Cause Analysis (RCA) and create or maintain SOPs and process documentation.
Identify workflow improvement opportunities and implement process enhancements.
Participate in regular client calls and maintain strong client relationships.
Prepare reports and contribute to client and internal business reviews.
Manage internal audit requirements and maintain relevant documentation.
Create and analyze team metrics for performance tracking and reporting.
Monitor multiple simultaneous video feeds with strong attention to detail.
Ensure governance, quality compliance, and adherence to defined processes.
Present reports, performance updates, and operational insights to stakeholders.

Required Experience & Skills

4–5 years of overall professional experience.
Minimum 3 years of experience in a leadership or people-management role.
Experience working in a live operations or time-sensitive environment such as OTT, Live TV, Live Sports, Video Operations, Network Operations, Help Desk, or Call Center Operations.
Strong knowledge of Live TV, Live Sports, Video on Demand (VOD), and live streaming operations.
Experience with workflow-based tools such as CRM and ticketing tools.
Strong knowledge of leadership principles, team management, and process governance.
Excellent communication, troubleshooting, documentation, and problem-solving skills.
Strong attention to detail and ability to monitor live streams for extended periods.
Ability to identify cues in live streams and monitor program start and end points.
Strong prioritization, time management, multitasking, and collaboration skills.
Experience in creating and analyzing team performance metrics and operational reports.
Strong computer skills with experience in Chrome, Google Suite, and Google Apps.
Familiarity with multiple devices such as iOS and Android mobiles, iPads, tablets, Smart TVs, and Xbox.
Experience managing partners and interacting with business users and customers.
Ability to maintain urgency while remaining calm under pressure.
Quick learner with the ability to adapt to changing business requirements.

Work Requirements

Willingness to work every weekend and any assigned shift.
Willingness to extend working hours based on client requirements when necessary.
Ability to work effectively in a high-pressure and time-sensitive environment.

Important Note

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth are mandatory for profile creation.

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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