Team Lead Ingest

Role & responsibilities

The Team Lead is responsible for managing a team of operators who perform technical QC and ingest content into Organisation's platforms , The aim is to ensure that the content follows best in business standards by employing the most thorough & sophisticated quality testing

program. This position is also responsible for training new staff, handle the workflow implementation and procedure refresher training for techs, spearheading information dissemination among the operators, tracking

policy acceptance and adherence among the staff, approving direct reports' timecards, tracking staff disciplinary issues and reporting to Managers and conducting annual reviews of direct reportees. Daily scheduling and ensuring all operators in the shift are adequately utilized. Set priorities according to the daily work schedules and delivery SLA. Analyse weekly forecast and progress reports of team and raise any concerns to manager. Analysing monthly delivery metrics and advising manager on performance and other issues. Responsible to maintain and present team metrics and monthly quality performance at individual and team level. Support the Manager to highlight operational risks and areas for improvement. Monitor compliance with standard operating procedures and take corrective action when necessary. Overseeing implementation of quality procedures, ensuring it aligns with SOPs and IT security standards set by the company, roll out of new procedures, keeping the team updated on client specifications, and follow up on the same to ensure that everyone is on the same page, always. Overseeing workflow and analysing error trends, provide suggestion corrective/ preventive actions, when necessary, work on RCA for errors and provide to operators required with targeted feedback or training. Identifying areas of the process that can be changed and focus on improving overall efficiency of the team. Address or escalate any issue that might hinder production. Should deal with the issues in a prompt manner to ensure continuous flow of production operations and that deadlines are met. Responsible for monthly 1:1 session with employees, coach and mentor them. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning. Responsible for resource management, ensuring resources are available to meet the production

requirements. Constant effort towards improvement of the direct reports by nominating learning and development courses and motivating to keep them engaged, Drive cross training and other upskilling initiatives for the team, Actively participate in team building activities to promote camaraderie, Other duties as identified and assigned. Reporting- Monthly operator performance metrics, Updating and accurately maintaining error log and coverage planning documents, Provide feedback for continued development of existing tools, Collaborate with Client for workflow design adoption.

Preferred candidate profile

Comes with 8+ yrs of relevant experience with handson team management skill(mandatory) with key skills such as SLA management, work planning, schedule and delivery management, process improvements, client management, mentoring and coaching skills, schedule management, stakeholder management, performance reviews of team members, conflict and 1:1 sessions with team members, attrition management and one who has dealt with QC management of team members ..excellent communicator and an immediate joiner from Bangalore preferably.