Team Lead - Media

Job description

**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 * 2 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 and live sports * 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