Live Operations Coordinator - Support - 3Play Media

General Summary

Join a dynamic team in a casual environment where no two days are alike! 3Play Media provides live closed captioning for a wide range of clients, and we need an energetic coordinator who can help keep all of our projects on track. Our team provides Live captions for news broadcasts, live sports, streaming events, corporate meetings, and more. Your job will help ensure that viewers don't miss a single word.

The Live Operations Coordinator - Support will work under the general direction of the Realtime Coordinating Supervisor. You'll be responsible for the coordination, monitoring, troubleshooting, and scheduling of live captioning events. You will provide support to clients and caption writers to ensure our service obligations, goals, and program standard operating procedures are met. You will provide overall assistance as it relates to program coverage, preparation, and transmission of live captioning.  

General Criteria

This role requires strong organizational skills, communication, and the ability to troubleshoot technical issues. Must be comfortable with general technology, Microsoft Windows, and keyboarding. The ideal candidate will be collaborative, proactive, detail-oriented, and able to respond quickly in a live events production environment.

Key Responsibilities

• Live Captioning Management: Collaborate with the Live Captioning team to coordinate daily live captioning services, ensuring all programs meet customer expectations.
• Communication Management: Handle incoming phone calls, organize and promptly respond to emails, and monitor instant messages to ensure effective and timely communication across channels.
• Monitoring & Troubleshooting: Monitor live captioned events, promptly troubleshoot issues, and document disruptions.
• Coordinate information: Collect, organize, and distribute program-related information to internal teams and external stakeholders.
• Data Routing: Manage the routing of closed caption data through server equipment using control software.
• Order Creation & Scheduling: Create captioning orders and assign production resources for urgent requests.
• Client Requests & Special Projects: Address unique client needs, such as custom caption files, pre-event testing, and other special accommodations beyond standard programming.
• Process Improvement: Identify opportunities to enhance operational efficiency by staying informed on departmental requirements and collaborating on enhancements.
• Documentation & Procedures: Create and maintain technical and operational documentation to support team workflows and knowledge sharing.
• Quality Control: Evaluate the quality, accuracy, and completeness of live captions, providing constructive feedback for continuous improvement.
• Billing Integrity: Accurately input program and billing information into resource planning software.
• Flexibility & Availability: Be available for overtime, weekends, and holidays as necessary to ensure full coverage for live events and commitments.
• Other Duties: Perform other related responsibilities as assigned to support operational needs.

OUR PROMISE TO YOU:

• We have an awesome work environment! Our team works hard but loves to have fun. We have company sponsored events like 3plympics, holiday tastings, summer outings and much more.  
• The work is exciting and gratifying, and you would make a direct impact on our success. 
• From professional growth and development opportunities to competitive compensation and personalized benefit plans, we've got you taken care of. 
• We display, respect, and embrace inclusion. 3Play Media provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected federal, state or local laws.

3Play is committed to pay transparency, and we provide salary range information to all applicants.  If you would like to see salary range information prior to submitting an application, please contact HR@3PlayMedia.com.

Beware of job scam fraudsters! Our team uses 3playmedia.com and 3playmedia.ca email addresses exclusively. We do not conduct interviews via text or instant message and we do not ask candidates to download software other than Zoom, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone using a different email domain claiming to be from 3Play about a job offer, please report it as potential job fraud to law enforcement and to HR@3PlayMedia.com.