Mega Virtual Drive_ Work flow Lead

Education: 10+2+3 regular Education

Experience: 4-10 years

Team Lead

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
2+ 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(Preferred)
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 occurrence

IV. KNOWLEDGE, SKILLS AND ABILITIES

Strong knowledge and experience with live TV and live sports
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

Workflow Manager