Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo Never. Courage Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the team
The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. In this role, you will have the opportunity to support our continued growth and expansion. The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
We are looking for a Regional Business Analyst role who is responsible for building the metrics reporting system to help with business reviews and decision making. This position will provide key analytical, reporting, forecasting support for the group and will be responsible for developing reporting and variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.
Responsibility:
- Gather, analyze, and report information related to the current support processes.
- Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals.
- Create custom data analysis tools, applications, and data manipulation utilities for the team. Innovations will include tools that provide Key Performance Indicators (KPI) metrics across multiple data sources through the consolidation of tools and markets.
- Provide summary reports on various processes, including volume forecasting.
Provide ample opportunity to analyze various operational aspects of our business, including data gathering to for determining strategic direction of the service delivery organization.
- Assist in development of key business suggestions and review documents including internal and external business reviews.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3 years experience in business analysis and reporting management within Customer Service contact centre environment.
- Have strong experience in deep analysis, push results and work effectively across teams.
- Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership.
- Strong understanding of the processes, working knowledge of call center operations.
Preferred Qualifications
- Have the ability to work independently and under pressure, and the ability to influence others without having direct authority.
- Excellent written, verbal and interpersonal communication skills.
- Experience in eCommerce or marketplace platforms is a plus.
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 are passionate about this and hope you are too.
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