​Team Lead - Live TV & OTT Operations - Bangalore - Up to 12 LPA - Job Code 429179

Location: Bangalore

Experience: 4 to 5 Years

Band: BPO 3-4

Salary: Up to 12 LPA

Job Code: 429179

Work Mode: Work From Office

ABOUT THE ROLE:

We are hiring Team Lead - Live TV & OTT Operations for Bangalore!

If you have 4-5 years of experience in Live Operations, TV Operations, OTT / VOD, Team Leadership, and SLA Management, this role is for you.

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