Workflow Manager

Location: Bengaluru

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