TikTok Shop by Tokopedia - BPO Management (Centralized Team) - Indonesia

Responsibilities

About the team: The BPO Centralized team is responsible for designing and implementing BPO SOP and workflow to enhance BPO productivity & output. This team also maintains the XFN collaboration to ensure effective process, ensuring compliance and continuous improvement. By combining strong management SOP and agile XFN communication, this position drives BPO agents' quality within the BPO environment to match ByteDance standard. Roles & Responsibilities: - Design and develop SOP to improve BPO agent skills and knowledge across workflows, as well as implementation - Collaborate with external BPO team and internal XFN stakeholders to align on needs, workflows, schedules, and communication. - Conduct post mortem or project result, through various methods to evaluate effectiveness and learning progress. - Communicate and deliver updates related to new products, features, and policies to BPO agents in a timely manner. - Execute internal QA checks by sampling chat and call communications across vendors to ensure alignment with internal SOPs. - Provide weekly QA scoring insights to identify performance gaps and inform training refinements.

Qualifications

Minimum Qualifications: - Bachelor’s degree in Education, Communications, Business, or a related field. - 2 year or more of experience in Project Management or BPO Management—preferably in a E-commerce or tech company - Strong communication and presentation skills, both written and verbal. - Ability to manage training logistics, prepare materials, and conduct assessments. - Familiarity with documentation tools (e.g., Feishu, Google Workspace, PowerPoint) Preferred Qualifications: - Experience conducting quality assurance reviews (QA) or working with SOPs. - Ability to collaborate cross-functionally with internal stakeholders and external vendor teams. - Strong organizational skills and a proactive, ownership-driven mindset.

Job Information

About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.