Team Lead - Media

Job Summary

• Oversee customer TV operations ensuring compliance with service level agreements (SLAs).
• Offer continuous feedback, coaching, and develop improvement strategies for the team.
• Recommend and put into practice enhancements to existing workflows.
• Monitor and handle tasks related to airing and programming through proprietary tools and dashboards.
• Manage escalations appropriately, engaging with relevant parties as needed.
• Keep track of communications including chats, emails, and tickets from customers, internal teams, TCS, and vendors, following established protocols.
• Delegate work assignments among team members and ensure timely task completion adhering to SLAs.
• Analyze the quality of outputs delivered by team members.
• Participate in frequent client calls, fostering strong relationships with stakeholders.
• Prepare reports and contribute actively during client and internal review meetings.
• Handle internal reporting requirements for TCS.

Essential Duties and Responsibilities

• Promptly escalate and communicate issues to relevant stakeholders.
• Coach, mentor, and develop the team to enhance performance.
• Conduct root cause analyses and create, update standard operating procedures (SOPs).
• Address escalated issues effectively by collaborating with customers, cross-functional teams, and external vendors/providers.
• Maintain focused attention on multiple live video feeds simultaneously.
• Enforce governance standards, audit work quality, and provide corrective feedback.
• Execute additional assigned tasks including reporting and presentations.
• Utilize workflow and process management tools such as CRM and ticketing systems.
• Manage TCS internal audits and ensure documentation accuracy.

Work Experience Requirements

• Possess 4 to 5 years of professional experience.
• A minimum of 2 years in leadership or management roles with direct people and process oversight.
• Experience working in live, time-sensitive operational environments such as call centers, help desks, network operations, or OTT platforms (preferred).
• Availability to work every weekend and flexible shifts without rotation.
• Willingness to work beyond scheduled shifts occasionally as required by the client.

Knowledge, Skills, and Abilities

• Deep understanding and practical experience in live TV broadcasting and live sports.
• Strong grasp of leadership principles and team management.
• Exceptional attention to detail paired with excellent communication and troubleshooting abilities.
• Effective prioritization, time management, and collaborative skills.
• Ability to multitask and complete high-priority assignments efficiently.
• Proficient with computers including Chrome browser, Google Suite, and various Google applications.
• Familiarity with multiple device platforms such as iOS and Android mobiles, iPads, tablets, smart TVs, and gaming consoles like Xbox.
• Experienced in managing interactions with internal as well as external customers.
• Capability to maintain composure and urgency during high-pressure situations.
• Quick learner, adaptable to changes, and team-centric mindset.
• Demonstrated capacity to deliver results within prescribed deadlines.
• Able to monitor live streams attentively for extended periods, detecting program start and end signals.
• Experienced in managing partners and engaging with business users.
• Skilled in creating and analyzing team performance data and metrics for reporting purposes.