Location: Bangalore | Experience: 4–5 Years | Band: BPO 3/4 | Salary: Up to ₹12

JOB DESCRIPTION
We are hiring a Team Lead – Live TV & Media Operations to monitor and maintain customer TV operations within SLAs in Bangalore. This role is ideal for a media operations professional with live TV, live sports, and VOD experience, strong leadership skills, and the ability to manage teams in a time-sensitive, high-pressure live broadcast environment.

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/processing of tasks/airing/programs using in-house tools and dashboards


Manage escalations where appropriate


Monitor chat, emails, and other in-house tools for tickets, escalations, and updates from customer internal teams, TCS, and vendors


Work assignment to team members


Follow up with team to ensure tasks are managed accurately and meeting SLAs


Quality analysis of tasks performed by team members


Participate in regular client calls and maintain excellent rapport with 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 teams, cross-functional teams, and vendors/providers


Maintain active awareness of multiple simultaneous video feeds with meticulous attention to detail


Implement governance and audit team members' work quality and provide feedback


Perform other duties as assigned by management, with focus on reporting and presenting


Experience with workflow/process-based tools (CRM, ticketing tools, etc.)


Responsible for internal audits and corresponding documentation


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WORK EXPERIENCE
4–5 years of professional experience — required


3+ years in a leadership/management position directly managing people and process — required


Worked in a live operations/time-sensitive environment (call center, help desk, network operations, OTT preferred)


Willing to work every weekend and any shift between — without rotation between shifts


Willing to work beyond defined shift as per client ask (not a regular occurrence)

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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 in Chrome, Google Suite, and Google Apps


Strong experience with varied devices such as Mobile (iOS & Android), iPads, Tablets, Smart TVs, Xbox


Experience 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 and attune to cues in live streams, signal the start and end of programs


Experience managing partners and interacting with business users


Create & analyze data/team metrics for performance tracking & reporting


WHY JOIN US?

Salary up to ₹12 LPA


Prime Bangalore location


Leadership role in Live TV & Media Operations


Exposure to OTT, live sports, VOD, and streaming platforms


Career growth in media operations leadership


Dynamic and fast-paced live broadcast environment