TikTok Shop - Angel Oncall Team Lead

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional service oncall lead role to manage oncall team operations and drive continuous improvement together with cross functional teams.



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/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 SSC 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.