E-Commerce Oncall Team Supervisor

2 weeks ago

Taguig, National Capital Region, Philippines ByteDance Full time

Taguig Regular Operations - User ops Job ID: A32214

Responsibilities

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.Why Join UsAt ByteDance, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for millions of users across all of our products. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at ByteDance.ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies.E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for an Oncall Service Specialist role who is responsible for handling escalations and complex cases within the Seller, Creator and Tier 2 Service team.Roles & Responsibilities- Manage the team on day-to-day basis and provide the 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/sellers/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 and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final 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- 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 Oncall openings

Qualifications

Diploma or equivalent practical experience.- 2+ years managing teams and 5+ direct reports in Customer Service field.- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.- Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.- Experience in eCommerce or marketplace platform is a plus.- Bilingual or multilingual is highly preferred but not required.ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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