Team Lead

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 toolsfor 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

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 TCS 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 operation's/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 purposes