Data Lead for Performance

1 month ago


London, United Kingdom TikTok Full time

About Us TikTok is the leading destination for short-form mobile video. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Our platform is built to help imaginations thrive. That's how we drive impact - for ourselves, our company, and the communities we serve.
The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It provides healthy and objective revenue to the platform and promotes content exclusivity. The Team Lead will act as the people manager of the and will be responsible for people and performance management, ensure customer satisfaction through the management and development of team members. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.

Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. 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. Conduct trend analyses on customer satisfaction and other core measurements. 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.
- 2+ years managing teams and 5+ direct reports in the Customer Service field.

Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
- Experienced working for live-streaming / user-generated content platforms is a plus.

To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.



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