Team Lead – Live TV & Media Operations

Role: Team Lead – Live TV & Media Operations

Location: Bangalore

Experience: 4-5 Years

Band: BPO 3/4

Salary Budget: Up to 12 LPA

Job Code: 429179

Job Summary:

- Monitor and maintain the customer TV Operations within SLAs

- Provide feedback, coaching, and improvement plans to team members

- Suggest & implement workflow improvements

- Monitoring/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/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/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/management position directly managing people and process

- Worked in a live operations/time sensitive environment; ie. 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 & 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 & Android), iPads, Tablets, Smart TVs, Xbox etc

- Experience in dealing with internal/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 & analyze data/team metrics for performance tracking & reporting purposes