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
