Role Overview

The Team Leader will be responsible for managing day-to-day operations, ensuring quality and productivity targets are achieved, and driving the team's performance in reviewing and validating AI-generated sports highlight videos.

The role requires a good understanding of US sports, particularly sports rules, gameplay, terminology, and match situations. The Team Leader will guide the team in identifying inaccuracies in AI-generated video highlights and ensuring that the final content meets the client's quality and publishing standards.

Requirements

Key Responsibilities

1. Team & Operations Management

· Manage daily operations and ensure adherence to agreed productivity, quality, and turnaround-time targets.

· Allocate workloads, monitor task progress, and ensure timely completion of assigned batches.

· Manage team attendance, shift adherence, leave planning, and resource utilization.

· Conduct daily team huddles, performance reviews, and individual coaching sessions.

· Act as the primary point of contact for operational escalations.

2. Sports Knowledge & Content Validation

· Demonstrate a good understanding of US sports, including rules, regulations, gameplay, terminology, and match scenarios.

· Guide team members in reviewing AI-generated sports highlight clips for accuracy and relevance.

· Ensure the team can identify issues such as incorrect highlight mapping, abrupt video starts or endings, missing highlights, duplicate clips, and invalid content.

· Support the team in deciding whether clips should be retained, corrected, rejected, or escalated.

· Review complex or ambiguous cases and provide appropriate guidance.

3. Quality Management

· Monitor individual and team-level quality performance through regular audits.

· Conduct quality calibration sessions and provide constructive feedback.

· Identify recurring errors and implement corrective and preventive action plans.

· Ensure adherence to client SOPs, quality guidelines, and publishing requirements.

· Drive continuous improvement initiatives to minimize errors and improve overall quality.

4. Client Communication & Stakeholder Management

· Coordinate with the client and internal stakeholders on daily operational updates.

· Share production, quality, and performance reports within agreed timelines.

· Communicate process changes, updates, and clarifications to the team.

· Proactively highlight operational risks, capacity constraints, and potential delivery challenges.

· Participate in client calls, calibrations, and performance review meetings.

5. Reporting & Performance Management

· Maintain daily production trackers, quality reports, and escalation logs.

· Monitor productivity, quality, utilization, and turnaround-time metrics.

· Identify performance gaps and implement individual development plans.

· Ensure timely and accurate reporting of operational performance.

Required Skills & Qualifications

· 3–6 years of experience in BPO/KPO operations, preferably in content moderation, media operations, or quality-driven processes.

· Prior experience managing a team in an operations environment.

· Good understanding of US sports, including rules, regulations, gameplay, and sports terminology.

· Strong analytical and decision-making abilities.

· Excellent communication, interpersonal, and stakeholder management skills.

· Ability to interpret SOPs and translate client expectations into actionable team guidelines.

· Proficiency in MS Excel, reporting, and operational tracking.

· Strong problem-solving, coaching, and people management skills.

Preferred Skills

· Exposure to AI-generated content validation or human-in-the-loop (HITL) quality operations.

· Experience in video content review, sports content validation, or digital media operations.

· Familiarity with quality frameworks, RCA, CAPA, and performance improvement methodologies.

Key Performance Indicators (KPIs)

· Team productivity and target achievement.

· Internal and external quality performance.

· Batch completion and turnaround-time adherence.

· Team utilization and schedule adherence.

· Reduction in repeat errors and escalations.

· Effective people management and employee performance.

· Accuracy and timeliness of operational reporting.

Important Role Expectation

This role is primarily focused on sports knowledge, content understanding, quality assurance, and operational team management. Advanced video editing expertise is not a core requirement. The ability to understand US sports and identify inaccuracies in AI-generated sports highlights is a critical requirement.

Internal Job Posting (IJP) – Team Leader (Operations – BPO)

Eligibility Criteria:

1. Tenure: Minimum 12 months of service in the current role.
2. Eligible Roles: Assistant Team Leaders and employees in equivalent roles are eligible to apply.
3. Performance: Consistently meeting or exceeding performance expectations for the last 3 consecutive months.
4. Communication Skills: Strong verbal and written communication skills.
5. Process Knowledge: In-depth knowledge of the current process and domain.
6. People Management: Demonstrated ability to handle escalations, guide peers and mentor new team members.
7. Attendance & Discipline: No major disciplinary actions in the past 6 months, along with adherence to company policies.
8. Flexibility: Willingness to work on weekends and adhere to rotational weekly-off schedules, as per business requirements.
9. Additional Skills:
• Basic reporting and MS Excel skills.
• Problem-solving and decision-making abilities.
• Customer-centric approach.

Important Note: To minimise mid-process withdrawals and encourage thoughtful applications, a 3-month cooling-off period will apply to employees who withdraw their IJP applications.