채용

TikTok Shop-Knowledge Management & Training specialist, Italian speaking
London, United Kingdom
·
On-site
·
Full-time
·
2mo ago
복지 및 혜택
•Parental Leave
•Flexible Hours
•Learning
필수 스킬
PostgreSQL
React
Python
About the Role
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service and Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Knowledge Management & Training Program Manager, responsible for maintaining the highest level of Knowledge resolution and Training for our global networks.
Roles and Responsibilities
Knowledge
- Knowledge Assessment: Monitor online live Knowledge Dashboard of BPO assessments to identify BPO coaching opportunities to uplift BPO Associate knowledge levels, to deliver true resolution.
- Knowledge Gaps: Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP).
- Knowledge Articles: Daily audit of public and internal knowledge portals including documents, videos, presentations, training materials to ensure knowledge alignment with Global Process (SOP).
- Knowledge Usage: Track key metrics related to knowledge base usage, provide feedback to BPO for non-usage by BPO associates.
- SOP Improvement: Data analysis of customer feedback to identify processes that are not resolving issues. Working with our Regional Solutions to ensure global-SOP empower our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues - first time.
- Case-Resolution: Work closely with cross-functional teams to troubleshoot and resolve escalated issues, identify the Product/Process/People-Coaching opportunities to reduce future escalations.
Training
- Training Assessment: Analyze training needs across all teams, design and deliver targeted training programs.
- Training Materials: Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles and BPO CRM Scripts.
- BPO Training: Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address any delivery gaps.
- Training Completion: Track training completion rates, and employee feedback, ensuring prompt completion of all required training.
- Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience
- 2+ years in knowledge management, L&D, or operational training, preferably in support/service environments
- Experience with SOPs - executing, contributing to, and creating them
- Experience in learning management systems (LMS), knowledge base platforms, and content tools
- Experience working with Italian speaking Stakeholders in those markets
Preferred Qualifications
- Good project management skills with ability to prioritize in fast-paced settings
- Data-driven mindset; proficient with analytics tools & data
- Experience working cross functionally with tech and non-tech teams
총 조회수
1
총 지원 클릭 수
0
모의 지원자 수
0
스크랩
0
비슷한 채용공고

Research Engineer / Scientist, Alignment Science, London
Anthropic · London, UK

Software Engineer, Front End
Anduril · London, England, United Kingdom

Forward Deployed Software Engineer, New Grad - UK Government
Palantir · London, United Kingdom

Protection Scientist Engineer, Intelligence and Investigations
OpenAI · London, UK

Deployment Strategist - UK Government
Palantir · London, United Kingdom
TikTok 소개

TikTok
Late StageA short-form video entertainment app and social network platform
10,001+
직원 수
Los Angeles
본사 위치
$220B
기업 가치
리뷰
3.8
10개 리뷰
워라밸
2.8
보상
3.7
문화
4.1
커리어
3.2
경영진
2.9
68%
친구에게 추천
장점
Great team dynamics and support
Innovative and creative culture
Good learning opportunities
단점
Work-life balance challenges
Fast-paced and stressful environment
High expectations and tight deadlines
연봉 정보
49개 데이터
Mid/L4
Mid/L4 · 2D 3D Artist
1개 리포트
$195,000
총 연봉
기본급
$150,000
주식
-
보너스
-
$195,000
$195,000
면접 경험
2개 면접
난이도
4.0
/ 5
소요 기간
21-35주
경험
긍정 0%
보통 0%
부정 100%
면접 과정
1
Application Review
2
Recruiter Screen
3
Online Assessment
4
Behavioral Interview
5
Final Round
6
Offer
자주 나오는 질문
Coding/Algorithm
Behavioral/STAR
Technical Knowledge
Culture Fit
뉴스 & 버즈
Hollywood wants to be TikTok. TikTok wants to be TV - Axios
Axios
News
·
3d ago
Hundreds of Fake Pro-Trump Avatars Emerge on Social Media - The New York Times
The New York Times
News
·
3d ago
Firefighters warn parents about dangerous TikTok trends sending kids to hospitals - WFSB
WFSB
News
·
3d ago
QVC prepares for bankruptcy protection in the era of influencers, TikTok and Temu - Chicago Tribune
Chicago Tribune
News
·
4d ago