કામનું વર્ણન

Oversee customer TV operations ensuring compliance with service level agreements (SLAs).
Offer continuous feedback, coaching, and develop improvement strategies for the team.
Recommend and put into practice enhancements to existing workflows.
Monitor and handle tasks related to airing and programming through proprietary tools and dashboards.
Manage escalations appropriately, engaging with relevant parties as needed.
Keep track of communications including chats, emails, and tickets from customers, internal teams, TCS, and vendors, following established protocols.
Delegate work assignments among team members and ensure timely task completion adhering to SLAs.
Analyze the quality of outputs delivered by team members.
Participate in frequent client calls, fostering strong relationships with stakeholders.
Prepare reports and contribute actively during client and internal review meetings.
Handle internal reporting requirements for TCS.

Promptly escalate and communicate issues to relevant stakeholders.
Coach, mentor, and develop the team to enhance performance.
Conduct root cause analyses and create, update standard operating procedures (SOPs).
Address escalated issues effectively by collaborating with customers, cross-functional teams, and external vendors/providers.
Maintain focused attention on multiple live video feeds simultaneously.
Enforce governance standards, audit work quality, and provide corrective feedback.
Execute additional assigned tasks including reporting and presentations.
Utilize workflow and process management tools such as CRM and ticketing systems.
Manage TCS internal audits and ensure documentation accuracy.

Possess 4 to 5 years of professional experience.
A minimum of 2 years in leadership or management roles with direct people and process oversight.
Experience working in live, time-sensitive operational environments such as call centers, help desks, network operations, or OTT platforms (preferred).
Availability to work every weekend and flexible shifts without rotation.
Willingness to work beyond scheduled shifts occasionally as required by the client.

Deep understanding and practical experience in live TV broadcasting and live sports.
Strong grasp of leadership principles and team management.
Exceptional attention to detail paired with excellent communication and troubleshooting abilities.
Effective prioritization, time management, and collaborative skills.
Ability to multitask and complete high-priority assignments efficiently.
Proficient with computers including Chrome browser, Google Suite, and various Google applications.
Familiarity with multiple device platforms such as iOS and Android mobiles, iPads, tablets, smart TVs, and gaming consoles like Xbox.
Experienced in managing interactions with internal as well as external customers.
Capability to maintain composure and urgency during high-pressure situations.
Quick learner, adaptable to changes, and team-centric mindset.
Demonstrated capacity to deliver results within prescribed deadlines.
Able to monitor live streams attentively for extended periods, detecting program start and end signals.
Experienced in managing partners and engaging with business users.
Skilled in creating and analyzing team performance data and metrics for reporting purposes.

Team Lead - Media