VOD Team Member – Operations

Gratitude Inc

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4 days ago

VOD Team Member – Operations

1-3 Year(s)

₹ 50 - ₹ 75 Thousand p.m

Bangalore

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Job Description

Key Skills

Operating Systems Team Management, SLA Management

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VOD Team Member – Operations

Job Summary

We are looking for a detail-oriented and analytical VOD Team Member to support third-party database operations, metadata management, ticket triage, quality assurance, and workflow management.

The role involves reviewing partner metadata, identifying unique findings in third-party databases, handling daily tickets, preparing QA data, managing escalations, maintaining SLA performance, and submitting daily and weekly operational reports.

The ideal candidate should have strong written and verbal communication skills, analytical ability, attention to detail, and the ability to work independently or as part of a team.

Key Responsibilities

Metadata & Database Management

Review partner metadata and identify unique findings in third-party databases.
Manage metadata-related requests as the primary workflow.
Review, validate, and process data according to defined operational guidelines.
Maintain accurate and updated third-party database information.

Ticket Management & Issue Triage

Handle daily operational tickets and triage issues according to defined instructions and workflows.
Analyze incoming requests and determine the appropriate action or resolution.
Track tickets and ensure timely resolution within defined SLA timelines.
Identify issues requiring additional clarification and follow up through appropriate channels.
Manage escalated issues and coordinate with relevant teams for resolution.

Communication & Stakeholder Management

Communicate effectively with internal and external Points of Contact (POCs) when required.
Demonstrate strong written communication and clear articulation when communicating with stakeholders.

Quality Assurance & Partner Onboarding

Support QA data preparation during new partner onboarding activities.
Validate and prepare data according to defined quality requirements.

Reporting & SLA Management

Prepare and submit daily and weekly operational reports.
Monitor operational activities and ensure all assigned work is completed within SLA.

Workflow Management & Process Improvement

Manage metadata requests as the primary workflow.
Get cross-trained on additional workflows and support them as secondary responsibilities.
Cross-utilize across workflows based on business requirements and instructions from the Team Lead.
Suggest workflow and process improvements based on practical implementation and operational experience.
Support continuous improvement initiatives within the process.

Education & Experience

1–3 years of experience in Operations, BPO, Back Office, Data Operations, or a related process.
Graduate in any discipline.
Experience in operations, data management, ticket handling, customer support, or process management is preferred.
Experience working with internal or external customers/stakeholders is an advantage.

Required Skills

Strong written and verbal communication skills.
Excellent analytical and decision-making abilities.
Strong attention to detail and data accuracy.
Good presentation and reporting skills.
Strong computer and MS Office skills.
Ability to understand and follow process guidelines and SOPs.
Process-oriented approach with strong ownership and accountability.

Work Requirements

Mandatory Work From Office.
Permanent night shift: 9:00 PM to 6:00 AM IST.
No shift rotation.
Candidate must be comfortable working permanently during the night shift due to regular interaction with US-based teams and stakeholders.
This is a BPO process and not an IT role.
Candidate should be comfortable with email-based stakeholder communication.
Calls are not permitted as part of this process.
Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for Employee Profile (EP) creation.

Role

Deputy Manager-Operations

Timings

Night Shift (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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