E-Commerce Oncall Service Supervisor

2 weeks ago

Taguig, National Capital Region, Philippines ByteDance Full time

E-Commerce Oncall Service Supervisor (EMEA Market)

Taguig Regular Operations - User ops Job ID: A86268

Responsibilities

About ByteDanceFounded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok and Helo 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 UsCreation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.Join us.---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.--AboutThe e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.---Responsibilities- Manage a team of Oncall Service SMEs;- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements;- Work with QA and Training Program Manager 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 sellers by working with team, peers, and management;- Work with Escalation Program Manager to manage escalation cases, look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall customer experience;- Establishing OKR team goals aligned with SMT and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics;- Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations.- Work with QA and Training Program Manager to support training collaboration projects with the cross-functional GNE teams to increase team's knowledge and improve their soft skills (e.g., problem solving and communication skills) and service level;- Work with the PnP team to identify the opportunities of AOC ticket system optimization. Support the training program manager to improve the system's self-service and automation features;- Work with the Business Analysis team to enhance data analysis and insights reporting and data-driven action recommendations.- Monitor auto-routing to ensure the right point-of-contact is documented in our system;- Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;- Maintain 24x7x365 coverage by working with WFM to build out effective schedules that meet varied contact arrival patterns.

Qualifications

Minimum Qualifications- BA/BS degree or equivalent practical experience;- 3 years experience as People-manager for individual contributors, in a Service organisation;- Proven leadership with the ability to thrive in ambiguity and in a matrix environment;- Good written and verbal communication skills in English- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.---Preferred Qualifications- Experience in eCommerce platforms in the relevant region;- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment;- Experience in chatbot optimisation;- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership.---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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