TikTok Shop - Workforce Management Lead

Responsibilities
About the team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. 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.

SMT is looking for a Global Workforce Management lead to be responsible for the strategy, governance, and operations across our BPO contingent workforce. This role also provides capacity solutions support to ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time monitoring and performance analysis. This plays a global role in managing the inhouse / collaborating with the BPO workforce team as well as strategy execution.

Responsibilities:

1. Collaborate BPO workforce team for strategy execution
2. Administer workforce management encompassing all the processes that e-commerce customer service, seller support and creator support operations sites undertake.
3. Ensure teams have prepared for the right number of staff available at the right time.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.

Qualifications
Minimum Qualifications

1. Experience in leading workforce management team
2. Extensive experience in workforce management or capacity planning in a multi-channel & multi-sites.
3. Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
4. Proficient skills on EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL and WFM systems is a plus.

Preferred Qualifications:

1. Experience in commerce platforms in the relevant region;
2. Capable of functioning independently and within a team environment, with experience in e-commerce or marketplace platforms being advantageous.
3. 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.
4. Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).

About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology
• Industries
• Technology, Information and Internet

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