​Role: Team Lead – Live TV & Media Operations

I. 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 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  requirements.

II. PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

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 audits and corresponding documentation

JOB SPECIFICATIONS

III. 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(Prefered)

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 occurence.

IV. 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 .