Contact Centre Manager - Sydney

Why TikTok

 

Our mission is to inspire creativity and bring joy. We're the leading destination for short-form mobile video. We're a global company, with offices from LA to London, Paris to Seoul. We're rapidly growing our team in Sydney, and we'd love for you to be a part of it.

 

Your Role

 

TikTok's SMB team aims to help businesses and brands of all sizes unleash their creative side, connect with our audience, or perhaps be discovered! From designing scaled sales and service delivery programs to ensuring our customers have best-in-class tools and products at their fingertips, our SMB team combines operational expertise with a customer-centric mindset to help businesses achieve their marketing goals on TikTok, no matter how big or small.

We're looking for a committed Contact Centre Manager. This person will help to establish TikTok's strategic relationships with our vendors to enable world class support for our growing eco-system of advertisers on TikTok. You will build effective and collaborative relationships with our partners across the region.

 

Responsibilities

 

• Manage SMB vendor and contact centre performance, by overlooking programs and tracking progress.
• Set goals and KPIs, in addition to tracking, managing and reporting on vendor and call centre performance across these KPI metrics.
• Proactively identify opportunities and potential risks to improve performance, process and efficiency with our vendors/workforce, whilst thoughtfully planning for changes and growths.
• Work collaboratively in managing vendor relationships; including negotiation and performance management
• Identify internal and external risk factors that could affect the long-term viability and sustainability of a vendor
• Timely and effective work with stakeholders such as SMB sales team and product team to help launch new workflows
• Engage with our internal cross-functional partners to build relationships that will enable our external vendors.

 

Qualifications

 

• Bachelor's Degree or equivalent education, with at least 5 years of relevant experience
• Proven experience working as a vendor/contact centre manager across one or multiple vendors and sites
• Problem-solving, critical thinking and analytical skills and experience managing scaled projects
• Able to adapt communication and working style to multiple stakeholders
• Experience working with SMB vendors across sales, account management and service workflows preferred
• Strong written and verbal communication skills are required, along with the ability to multitask and adjust priorities
• Comfortable working in a changeable environment, with keen eye for detail
• Proficient in MS Office skills or similar tools
• Ability to build collaborative relationships

 

Bonus if you have...

• Experience working in a fast-paced startup environment
• Experience working with global vendors/contact centres in different time zones & cultures

 

Equal Opportunity

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations during our recruitment process.