Overview
The Livestream Team is committed to creating real-time interactive scenes. As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager and will be responsible for people and performance management, ensuring customer satisfaction through the management and development of team members. Key responsibilities include enhancing agent technical expertise, timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.
Responsibilities
* Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
* Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting customers/creators by working with team, peers, and management.
* Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
* Contribute to special projects that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
* Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and to achieve customer satisfaction. Monitor OKR progress against established milestones.
* Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
* Manage and monitor staff utilization, team productivity, and schedule adherence to ensure productivity goals are met.
* Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.
* Work with the Readiness, SOP, QA, training and system teams to optimize new and existing processes impacting customers/sellers/creators.
* Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
* Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.
Qualifications
Minimum Qualifications:
* BA/BS degree or equivalent practical experience.
* 2+ years managing teams and 5+ direct reports in the Customer Service field.
Preferred qualifications:
* Experience working in tech / internet / BPO organisations
* Experience building, managing, and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
* Experience working for live-streaming / user-generated content platforms is a plus.
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, with offices around the world.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our product helps people express themselves, discover and connect. Our diverse teams make that possible. We aim to create value for communities, inspire creativity, and bring joy.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and perspectives. We celebrate diverse voices and strive to reflect the communities we reach.
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Technology, Information and Internet
#J-18808-Ljbffr