TikTok Shop - Workforce Management Program Manager

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 UsCreation 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. E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience.

Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

SMT is looking for a Workforce Management Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and build the global workforce planning for both BPO sites and in-house Tier2 teams.

This position will enhance products and processes to drive efficiency and scalability for SMT. Responsibilities- Lead the global workforce planning for both BPO sites and in-house Tier2 teams.

• Administer workforce management encompassing all the processes that e-commerce customer service, seller support and creator support operations sites undertake.
• Ensure teams have prepared for the right number of staff available at the right time.- Create data models to forecast long / short term business volume, set up multi-dimension capacity models & plans and determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistently achievement of SLA goals.
• Design different shifts for the sites and make schedule plan ensuring no violation of labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation team and adjust shift plan quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism.
• Be responsible for monitoring operational performance for sites to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and customer-service standards by analyzing performance statistics and financial results.
• Drive continuous improvement of WFM processes / tool / system including streamlining & optimizing forecast, adjustment processes cross departments, supporting system / tool development and improvement, updating relevant databases, assuring data integrity, etc.
• Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as Moderator team, Product team, Operation team in terms of support planning.

Minimum Qualifications- Bachelor's Degree or equivalent education / experience.- Experience in workforce management or capacity planning in a multi-channel & multi-sites, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes / system optimizing and etc.

• Proficient in Excel and data analysis, familiar with formulas and Pivot Tables. - Great communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
• Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Able to work in a fast-paced, high-pressure environment with dedication, passion and motivation.

Preferred Qualifications- Experience in eCommerce or marketplace platforms.- Experience utilizing SQL, HQL and WFM systems.

• Expertise in project / program management and coordination.- Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic.
30+ days ago