TCS, a global leader in IT services, consulting, and business solutions, leverages technology for business transformation and helps catalyze change.
Responsibilities:
Manage Media content through specific workflow based Operations
Monitor, reconcile and QA content
Adept with all Client tools to make required changes to content
Written and verbal communication with Clients and Network Partners
Triage issues and work with cross functional teams for escalating, mitigating or troubleshooting issues
Rule, Analysis, and Knowledge based decision making
End to end ownership, tracking and reporting of issues
Escalate and communicate issues on time and handle escalated issues and work closely with customer internal, cross-functional teams and vendors/providers to resolve network/video issues
Work on all reconciling and monitoring workflows within the specific turn around time and with excellent quality
Adherence to productivity as per Contract - like but not limited to
Daily volume thresholds (number of tasks - airing/ticket/media asset)
ASR - average speed of response
AHT - average handle time
MTTR - mean time to resolve
Adherence to Quality and CSAT metrics as per Contract
Added focus on customer experience(written and verbal) while communicating with internal stakeholders/Network Partners
Investigate and provide resolution for cases/tickets concerning assets on customer platforms
Offer solutions and/or fixes for issues
Involved in testing of new tools and dashboards
Active awareness of multiple simultaneous case tickets with meticulous attention to detail
Ability to provide insights, RCA's(root cause analysis) and suggestions based on observations from the end customers and their experience
Collect data from various sources and organize in defined templates and tools for further reporting
Create/update standard operating procedure documents
Requirements:
3+ years of professional experience
Prior experience in a live operations/time sensitive environment
Willing to work in 24/7 shifts, different schedules and weekends (must have)
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Ability to work under pressure and meet deadlines
Strong analytical and problem-solving skills
High attention to detail and ability to investigate, troubleshoot and document difficult cases/issues
Outstanding customer service skills and dedication to providing exceptional customer care
Ability to perform data gathering by asking relevant questions