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.