Team Lead – Media Operations

About the role

The Team Lead – Media Operations is responsible for overseeing the delivery of live TV and sports content for a key client, ensuring all services meet agreed SLAs. You will coach a team of operators, manage escalations, and continuously improve workflow efficiency.

Key responsibilities

• Monitor and maintain live TV operations, ensuring compliance with SLAs.
• Assign work, track progress, and conduct quality analysis of team output.
• Handle escalations, communicate issues promptly, and coordinate with internal, vendor, and client teams.
• Participate in client calls, provide status updates, and maintain strong client relationships.
• Develop and update SOPs, perform root‑cause analyses, and drive process improvements.
• Conduct internal TCS audits, prepare documentation, and report on audit findings.
• Oversee multiple simultaneous video feeds, ensuring accurate start/end cues.

Required profile

• 4‑5 years of professional experience in live TV or OTT operations.
• At least 2 years of experience leading a team and managing processes.
• Experience in a time‑sensitive environment such as a call centre or help desk.
• Willingness to work weekends, flexible shifts, and occasional overtime as required by the client.
• Strong attention to detail, excellent communication, and the ability to stay calm under pressure.

Required skills

• Experience with CRM and ticketing tools.
• Proficiency using Chrome, Google Suite and Google Apps.
• Familiarity with mobile platforms (iOS, Android) and devices such as iPad, tablets, Smart TV and Xbox.