About the role
●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 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 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 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, 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 Qualifications: BACHELOR OF COMMERCE