Efficiency Improvement Strategist - BPO Management - TikTok Shop by Tokopedia (Indonesia)

Responsibilities

About the team:
The BPO Management team is responsible for designing and implementing BPO SOP and workflow to enhance BPO productivity & output, ensuring operational excellence, quality assurance, and continuous improvement across all workflows. This role also maintains the XFN collaboration to ensure effective process, ensuring compliance and continuous improvement. By combining strategic oversight with hands-on quality checks and cross-functional collaboration, this role ensures BPO operations meet efficiency, compliance, and quality standards that align with ByteDance expectations.

Roles & Responsibilities:
1. Design, implement, and evolve standardized workflows (SOPs) to enhance BPO productivity, agent performance, and overall process efficiency.
2. Identify skill gaps, design targeted training programs, and provide learning opportunities that improve agent knowledge, adaptability, and execution.
3. Work closely with external BPO vendors and internal cross-functional (XFN) teams to align on workflows, schedules, and communication, ensuring consistency across markets and teams.
4. Provide weekly QA scoring insights to identify performance gaps and inform training refinements.
5. Conduct post-mortems and performance reviews to evaluate project outcomes; generate reports and insights that drive process refinements and operational innovation.

Qualifications

Minimum Qualification(s):
- Bachelor's degree in Education, Communications, Business, or a related field.
- 2+ years of experience in Project Management, BPO Management or Strategy-preferably in a E-commerce or tech company.
- Experienced in Mid/long-tail seller management or mass seller growth strategy.
- Strong communication and presentation skills, both written and verbal.
- Familiarity with documentation tools (e.g., Feishu, Workspace, PowerPoint).

Preferred Qualification(s):
- Experience conducting quality assurance reviews (QA) or working with SOPs creation & implementation.
- Ability to collaborate cross-functionally with internal stakeholders and external vendor teams.
- Strong organizational skills and a proactive, ownership-driven mindset.