I. JOB SUMMARY

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 toolsfor 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 workplace; ie. call center, help desk, network operations,OTT(Prefered)
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 occur

📌 Team Lead (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru