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Bengaluru, Karnataka, India
Onsite
About the Company
As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by providing Global Content Distribution, Localization, Accessibility and Mastering while leading end-to-end innovation with unparalleled scale and agility across the Streaming, Theatrical, Broadcast and Mobile landscapes. With headquarters in Los Angeles and offices around the globe, the company employs over 3,200 of the most talented and experienced industry individuals worldwide. For more information, please visit www.bydeluxe.com
Position Summary
The Team Lead is responsible for managing a team of operators who perform technical QC and ingest content into Deluxe platforms including but not limited to - Deluxe One and Deluxe NMS. 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 repartee's.
Key Responsibilities:
As a Team Lead, you will be responsible for:
•Daily scheduling and ensuring all operators in the shift are adequately utilized.
•Set priorities according to the daily work schedules and delivery SLA.
• Analyze weekly forecast and progress reports of team and raise any concerns to manager.
• Analyzing 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.
What You Bring:
• Evidence of the ability to practice a high level of confidentiality.
• Ability to work to tight deadlines and under pressure.
• Must have excellent clerical skills and attention to detail.
• Can communicate clearly and effectively in spoken and written English.
• Basic knowledge of Mac and PC navigation, Linux a plus.
• Ability to multi-task. Must be able to work as a team.
• Good knowledge of Microsoft Office Applications such as Word, Excel, and Outlook.
• Good time management skills, excellent problem-solving skills.
• A keen interest in media and multimedia is required.
Benefits
• You will be part of a large international and culturally diverse team
• You will have the opportunity to make an impact for the organization, and for the customers
• You will have opportunities to further grow your skills and grow within the company
• You will have the opportunity to expand your professional network
Equal Employment:
Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, colour, religion, creed, national origin or ancestry, sex, age, or any other discriminations.
**Candidates should be flexible to work from our office location and in night shift**
