Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
**Responsibilities**:
- Identify areas of opportunities to improve performance, work with Service Lead and stakeholders to develop a comprehensive improvement plan for established KPIs.
- Monitor the execution of improvement plans to ensure BPO is reaching all performance-related metrics (e.g. customer satisfaction, service level, first contact resolution & handling time).
- Ensure SOP/ QAT documentation/training material and all relevant frameworks are in place.
- Present performance report and raw data on a weekly basis to BPO for performance management.
- Share insights in collaboration with the VOC team and taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion.
- Optimize the working processes based on any improvement opportunities identified by internal or external stakeholders.
- Review all escalation from the in-house team and provide comprehensive feedback to the BPO team.
- Collaborate with the SOP, QA, Training and System teams to optimize new and existing processes our partners.
- Review efficiency metrics by working with internal and external WFM on forecasting accuracy.
- Prompt communication and facilitate Train and Trainer on all SOP and product features update.
- Support SOP Program Managers and Service Lead on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
- Support ad-hoc projects and initiatives per business needs.
**Qualifications**:
**Minimum Qualifications**:
- Bachelor degree or equivalent practical experience.
- Proven leadership experience within Customer Support/ Customer Experience or BPO industry.
- Proficiency in English and Spanish is required for the role.
- Proven experience building, managing and influencing relationships with internal stakeholders.
- Proven experience in using data to generate insights and solve complex problems.
**Preferred Qualifications**:
- Customer Operations Performance Centre (COPC) or Certified Customer Experience Professional (CCXP) certification.
- Eager to learn, initiative taker and problem-solver.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Customer centric approach and results oriented.
- Experience in eCommerce or marketplace platforms is a plus.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
