Supervisor, Operations

Location: Chiswick Green - London

Reporting to: Director, Channel Operations, EMEA

Hours of work: Full-time, 40 hours per week on a 24/7/365 shift basis 

Summary of Role

This role is the first point of contact for clients and management relating to any issues on the services. They will supervise the smooth running of a shift; leading, motivating and line managing the members of the playout teams.  The Supervisor will be the onsite subject matter expert for the automation system and channel output and be responsible for training and continuous improvements within the operational team.

Principle Responsibilities:

• Main point of contact and managerial presence in the London Media Centre (LMC) outside of office hours for the immediate management of operational and staff issues
• Ensure that a high quality of service is maintained within Playout by minimising any outages and maintaining a professional working environment
• Working closely with counterparts in Support to ensure rapid and appropriate response to technical issues and incidents
• Managing, resolving and reporting incidents, escalating as appropriate internally and directly to clients
• Supervise the day to day running of the Playout team, and delegate work within the staff numbers on any given day, as necessary including the allocation of the team and location for live events
• Line management and support of the Master Control team. This includes ensuring that Performance Development Reviews are in place and active, training and coaching
• Ensuring that daily performance and irregularity logs are accurate and succinct
• Ensuring Standard Operating Procedures are accurate, relevant, implemented and understood for every aspect of the playout services.

 Ensure that the day-to-day duties in Playout are completed.  These include:

• Providing a central point of contact and of information regarding all services leaving Chiswick. Chase missing material and alert the relevant department accordingly
• Ensure live and ingested programmes are ready for play out
• Cover breaks as required
• Ensure monthly standby material for all channels are loaded and available on the TX server
• Maintain an up to date understanding of operational procedures and use of equipment across all services
• Ensure that employees always treat each other with respect. Deal with any inappropriate behaviour accordingly
• To handle disruptive behaviour in an efficient manner and to escalate this as necessary
• To assist team members in areas where development is needed, and keep the Director, Channel Operations informed so that a suitable training plan can be created to assist and improve performance where necessary
• Responsible, out of hours, for filling short notice gaps in the roster due to absence/illness where possible or making sure all duties and processes are reallocated as appropriate amongst remaining staff
• Ensure that staff absence is recorded in Sage and ensure company procedures regarding absence are followed
• Source staff for late-notice cover across Playout
• Gives clear written and verbal handover between shift teams, ensuring that all reports and logs are sent to agreed timescales
• Create Incident Reports for client deliverables, providing accurate details and timelines of outages.

Experience/Knowledge:

• Experience of line and “on site” management
• Experience of broadcast playout operations, and understanding of the activities, systems and technologies that support the end-to-end processes
• Experience of incident and problem management
• Understanding of change management best practice and process
• Experience of direct client communication
• Experience of contingency and recovery procedure planning and implementation
• Understanding of current Health & Safety legislation.

Personal skills required:

• Excellent people management skills
• Strong service delivery ethos
• Solid decision-making process
• Work well under pressure
• Able to engage and work comfortably at all levels within the organisation and with clients
• Demonstrate methodical planning, organisation and implementation of processes
• Collaborative and team orientated
• Able to learn new skills and train and develop others
• Ability to negotiate mutually favourable outcomes and to influence others
• Able to take responsibility for outcomes and results
• Good oral and written standards of English.