Team Lead – Live TV & Media Operations
Gratitude IncTeam Lead – Live TV & Media Operations
Job Description
Key Skills
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Team Lead – Live TV & Media Operations
Location: Bangalore
Experience: 4–5 Years
Salary: Up to ₹12 LPA
Work Mode: Work From Office
Job Overview
We are hiring a Team Lead – Live TV & Media Operations to manage live TV and media operations, lead a team, monitor service quality, handle escalations, and ensure tasks are completed accurately within defined SLAs.
The ideal candidate should have experience in live operations, OTT, live TV, live sports, or Video on Demand, along with strong team leadership and customer-handling skills.
Key Responsibilities
Monitor and maintain TV operations within agreed SLAs.
Lead, assign, and monitor tasks for team members.
Provide coaching, feedback, and improvement plans to team members.
Monitor live TV programs, live streams, and airing activities using internal tools and dashboards.
Monitor chats, emails, tickets, escalations, and updates from customers, internal teams, and vendors.
Handle and escalate issues according to defined processes.
Follow up with team members to ensure accurate and timely task completion.
Perform quality checks and audits of team members' work.
Conduct Root Cause Analysis (RCA) and maintain SOPs and process documentation.
Work closely with customers, cross-functional teams, and vendors to resolve issues.
Participate in client calls and maintain strong client relationships.
Prepare reports and contribute to client and internal reviews.
Track team performance and prepare performance metrics.
Maintain awareness of multiple live video feeds and identify program start/end cues.
Support internal audits and maintain required documentation.
Identify and implement workflow and process improvements.
Candidate Requirements
4–5 years of professional experience.
3+ years of experience directly managing people and processes.
Experience in a leadership/team management role.
Experience in a live, time-sensitive operations environment such as OTT, Live TV, Live Sports, Call Center, Help Desk, or Network Operations.
Strong knowledge of Live TV, Live Sports, and Video on Demand (VOD).
Strong leadership and people-management skills.
Excellent communication and troubleshooting skills.
High attention to detail and strong multitasking abilities.
Good prioritization and time-management skills.
Strong computer skills and experience with Chrome, Google Suite, and Google Apps.
Experience working with mobile devices, tablets, Smart TVs, Xbox, iOS, and Android devices.
Experience handling internal/external customers and business users.
Ability to work under pressure and maintain a high sense of urgency.
Ability to monitor live streams for extended periods and identify important program cues.
Experience managing partners and vendors is preferred.
Ability to analyze team metrics and prepare performance reports.
Important Information
Weekend work is required.
Candidate should be flexible to work any shift based on business requirements.
Shift timings may vary depending on client requirements.
Occasional extended working hours may be required based on client needs.
Ex-TCS employees cannot apply.
PAN and DOB are required for profile creation.
Questionnaire
Please complete the questionnaire as part of the application process:
Questionnaire Link: https://myglit.com/lateral/cref/efd6332486
Role
Team Leader
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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