Location: Bangalore
Experience: 4–5 Years
Band: BPO 3/4
Salary: Up to ₹12 LPA
Work Schedule: Willingness to work weekends and any assigned shift
Work Environment: Live TV / Media / OTT Operations

Job Overview

We are looking for an experienced Team Lead – Live TV & Media Operations to manage and oversee live television, live sports, and Video-on-Demand (VOD) operations. The candidate will be responsible for monitoring live content operations, ensuring SLA adherence, managing escalations, maintaining quality standards, and leading a team to deliver seamless media operations.

The ideal candidate should have prior experience in a live operations or time-sensitive environment, strong people management skills, and the ability to monitor multiple live video feeds while maintaining accuracy and operational efficiency.

Key Responsibilities

• Monitor and manage live TV operations to ensure smooth delivery and adherence to defined SLAs.

• Oversee monitoring and processing of live programs, video feeds, and scheduled content using in-house tools and dashboards.

• Maintain continuous awareness of multiple simultaneous video feeds and identify program start/end cues, interruptions, and operational issues.

• Assign tasks to team members and follow up to ensure timely and accurate completion.

• Provide regular feedback, coaching, and performance improvement plans to team members.

• Monitor chats, emails, ticketing systems, and internal tools for customer updates, escalations, and vendor communications.

• Manage operational escalations and coordinate with clients, internal teams, cross-functional stakeholders, and external vendors to resolve issues.

• Conduct quality checks and audits of team activities to ensure process compliance and accuracy.

• Perform Root Cause Analysis (RCA), identify recurring issues, and implement corrective and preventive actions.

• Create, update, and maintain Standard Operating Procedures (SOPs) and process documentation.

• Identify workflow gaps and recommend process improvements to enhance operational efficiency.

• Participate in regular client calls, maintain strong client relationships, and contribute to client and internal reviews.

• Prepare operational reports, analyze team metrics, and present performance updates to stakeholders.

• Support internal audits, governance requirements, and documentation activities.

Required Skills & Competencies

• Strong knowledge of Live TV, Live Sports, Video-on-Demand (VOD), and OTT operations.

• Experience in team leadership, people management, and process management.

• Prior experience in live operations or other time-sensitive environments.

• Ability to monitor multiple live video streams for extended periods with strong attention to detail.

• Understanding of program scheduling, airing processes, and live content monitoring.

• Experience with CRM platforms, ticketing systems, workflow tools, and operational dashboards.

• Strong troubleshooting, escalation management, and problem-solving skills.

• Knowledge of Root Cause Analysis (RCA), SOP management, quality audits, and process governance.

• Experience in client communication, vendor coordination, and stakeholder management.

• Strong reporting, data analysis, and performance metrics management skills.

• Proficiency in Google Chrome, Google Workspace, Google Suite, and related applications.

• Familiarity with multiple devices, including iOS and Android mobiles, iPads, tablets, Smart TVs, and Xbox.

• Excellent verbal and written communication skills.

• Strong multitasking, prioritization, and time management abilities.

Eligibility Criteria

• 4–5 years of overall professional experience.

• Minimum 3 years of experience in a team leadership or people management role.

• Experience in Live TV, Live Sports, OTT, Video-on-Demand, or other time-sensitive operations is preferred.

• Candidates with experience in call centres, help desks, or Network Operations Centres (NOC) may also be considered if they have relevant live operations and team management exposure.

• Ability to work under pressure and manage multiple priorities effectively.

• Strong client-handling and stakeholder coordination capabilities.

Work Schedule & Flexibility

• Must be willing to work every weekend as per operational requirements.

• Must be flexible to work any assigned shift.

• Shifts will be assigned without rotation between shifts.

• Must be willing to extend working hours when required by the client; such extensions are not expected to be a regular occurrence.

Additional Information

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for candidate profile creation. These details should be shared securely through the approved recruitment process.