TikTok Shop - Workforce Management Program Manager

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.

Responsibilities

• Manage workforce planning for both BPO sites and inhouse teams. Ensure teams have prepared for the right number of staff available at the right time.
• Administer workforce management encompassing all the processes that e-Commerce seller support and creator support operations sites undertake.
• Create data models to forecast long/short term business volume, set up multi-dimensional capacity models & plans and determine the optimum one by balancing seller & creator experience, employee experience and cost effectiveness, contributing to consistent 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 seller creator service standards by analyzing performance statistics and financial results.
• Drive continuous improvement of WFM processes/tool/system including streamlining & optimizing forecast, adjustment processes across departments, supporting system/tooling 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 Qualification(s)

• Bachelor's Degree or equivalent education/experience.
• Experience working in WFM (workforce management) team as an individual contributor role with regional/global scope.
• Extensive experience in workforce management or capacity planning in multi-channel & multi-site.
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing, etc.
• Proficient skills in Excel and good at data analysis, familiar with business intelligence tools.
• Experience in performing WFM tasks manually in Excel or any manual tracking tools with all calculation logic is a plus.
• Good 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 environment with dedication, passion and motivation.

Preferred Qualification(s)

• An advanced degree is preferred.
• Experience utilizing SQL, HQL and WFM systems is a plus.
• Expertise in project management and coordination is a plus.
• Experience in eCommerce or marketplace platforms is a plus.