Every day, people on all continents watch television programs prepared, managed and broadcast by Red Bee Media staff. Every year, the business delivers more than 2.7 million hours of programming in more than 60 languages for nearly 600 TV channels.
In Access Services we provide subtitles for the Deaf and Hard-of-hearing (closed captions), sign language translation and audio description to fulfil the regulatory requirements of broadcasters and content owners around the world. We provide over 230,000 hours of captioning each year – more than 100,000 hours of which is live. We are the largest global supplier of audio description by volume and deliver more than 2,500 hours of sign language translation per year, including live news. Our UK clients include the BBC, BT Sport, Channel 4 and UKTV.
About this opportunity
The Duty Manager team will be responsible for the day-to-day delivery of the service to our clients, being the main point of contact for transmission critical issues for staff within Access Services and for external parties such as Playout and Technology.
You will have ultimate responsibility for ensuring that work is delivered to deadlines, for taking whatever action is needed to mitigate the impact of service-affecting incidents – e.g. arranging alternative cover – and chasing a solution to whatever is causing the problem. Any decisions will be taken with a view to handling any service credit liabilities.
In the event of a serious incident which drastically curtails our normal operation – e.g. evacuation of a building – you would be responsible for implementing the business continuity plan to enable as full a service as possible to be maintained.
This role reports into the Duty Manager Team Leader who in turn reports into the Head of Service Delivery.
What you will do
Handling service credits regarding any outages already suffered in the current week, the threshold and the potential liability, and prioritising accordingly.
Ensuring any outages are accurately logged as soon as possible after they occur.
Ensuring appropriate cover is in place for all live subtitling from the point where schedules are confirmed, with a view to optimising the plan and improving efficiency.
Reallocating live subtitling when needed to mitigate impact of any technical issues or in response to late schedule changes and over-running/under-running progs.
Ensuring subtitle files are delivered to agreed time frames, taking into account any client expectations regarding file provision in relation to when media becomes available.
Collaborating closely with Playout and Media providers over any late changes to the schedule and to ensure the services being provided can be accessed by the end user.
Dealing with urgent queries in relation to the provision of Audio Description and Signing, contacting the relevant parties as required to address service-affecting issues.
Implementing the Access Services Business Continuity Plan where a major incident drastically curtails the normal running of the operation.
Providing operational input on the timing of Technology change requests to ensure service is not compromised.
You will bring
Able to match available resources to live subtitling requirements in a way that optimises efficiency.
Remaining calm in pressured situations where several things are going wrong at once in a manner that encourages confidence in staff and anyone else involved.
Issuing clear and concise instructions, particularly where allocations or other requirements change at the last minute.
The ability to prioritise under pressure, particularly with reference to potential service credit liabilities.
Being able to develop effective working links with other Access Services teams and teams within the wider Red Bee Media environment – e.g. Playout.
Ensuring all incidents on a shift are clearly logged using the incident management functionality in Plan Bee, linked to problems as appropriate and assigned to the appropriate person/group for follow-up.
Investigative skills to review recent incidents that have compromised the service, identify trends and either propose solutions or refer to others who can do so.
Feed back on staff performance – both positive and negative aspects – in a fair and objective way.
Utilise whatever supervising kit is available to quickly resolve exactly where an issue is occurring so the area responsible for providing a fix can be contacted.
Key Relationships
AS production staff and team leaders
External freelancers
Client Scheduling
Resources
Playout provider (both Red Bee Media and external)
Media provider (both Red Bee Media and external)
Technology – internal AS team, Broadcast IT Support etc.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.
Primary country and city: United Kingdom (GB) || United Kingdom : Greater Manchester : Salford
Req ID: 723411