Team Lead - Live TV and OTT Operations - Bangalore WFO

Gratitude Inc

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5 days ago

Team Lead - Live TV and OTT Operations - Bangalore WFO

4-6 Year(s)

₹ 80 - ₹ 92 Thousand p.m

Bangalore (Bangalore)

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Job Description

Key Skills

Leadership Help Desk/ IT Service Desk Worked in a live operations/time sensitive environment; ie. call center, help desk, network operations,OTT(Prefered)

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Job Title: Team Lead - Live TV and OTT Operations - Bangalore WFO - Up to 12 LPA - 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

Overview:

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

If you have 4-5 years experience in Live Operations, TV Operations, OTT / VOD, Team Leadership, 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

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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