Team Lead – Live TV & Media Operations
Gratitude IncTeam Lead – Live TV & Media Operations
Job Description
Key Skills
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Job Title : Team Lead – Live TV & Media Operations
Job Discription
The Team Lead – Live TV & Media Operations will be responsible for monitoring and maintaining customer TV operations within defined SLAs. The role involves leading a team, managing work allocation, monitoring live programs and video feeds, handling escalations, maintaining quality, and ensuring timely completion of operational tasks.
The Team Lead will also work closely with clients, internal teams, TCS teams, cross-functional teams, and external vendors to resolve operational issues and continuously improve workflows and processes.
Key Responsibilities
Monitor and maintain customer TV operations within defined SLAs.
Assign work to team members and follow up to ensure accurate and timely completion.
Monitor and process tasks, airing/programs using in-house tools and dashboards.
Monitor chats, emails, ticketing systems, and internal tools for updates and escalations.
Manage customer, internal, and vendor escalations appropriately.
Provide feedback, coaching, and improvement plans to team members.
Perform quality analysis and audit team members' work.
Required Experience
4–5 years of professional experience.
3+ years of experience in a leadership/management role involving direct people and process management.
Experience working in a live, time-sensitive operations environment such as:
Call Center/BPO
Help Desk
Network Operations
OTT/Media Operations — preferred
Experience with workflow/process-based tools such as CRM and ticketing systems.
Experience managing partners and interacting with business users.
Required Knowledge & Skills
Strong knowledge of Live TV, Live Sports, and Video on Demand (VOD).
Strong leadership and people-management skills.
Excellent communication and interpersonal skills.
Strong troubleshooting and documentation abilities.
Excellent prioritization and time-management skills.
Strong multitasking abilities.
High attention to detail.
Ability to remain calm while working under pressure.
Ability to maintain a high sense of urgency.
Strong computer skills and familiarity with Chrome, Google Suite, and Google Apps.
Experience with multiple devices such as:
iOS and Android mobile devices
iPads and tablets
Smart TVs
Xbox and similar devices
Ability to monitor live streams for extended periods and identify important cues, including program start and end times.
Ability to analyze team data and metrics for performance tracking and reporting.
Ability to adapt quickly to changing processes and requirements.
Strong team-oriented approach.
Shift & Work Requirements
Must be willing to work every weekend.
Must be willing to work any assigned shift without shift rotation.
May be required to work beyond the defined shift based on client requirements; such instances are stated to be occasional.
Must be comfortable working in a time-sensitive live-operations environment.
Important Application Information
Eligibility restriction: Ex-TCS employees cannot apply.
Information required for profile creation: PAN and Date of Birth (DOB).
Role
Deputy Manager-Operations
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-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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