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