Responsibilities
About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. 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.
We are looking for a highly motivated Workforce Management Program Manager to join our team and help optimize resource planning, forecasting, and real-time operations management across our global sites. This role offers an exciting opportunity to gain hands-on experience in capacity planning, data analysis, and strategic workforce optimization while working in a fast-paced e-commerce environment.
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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.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Data Analytics, Mathematics, or a related field.
- 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 a multi-channel & multi-sites.
- Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
- Proficient skills in Excel and good at data analyzing, familiar with business intelligence tools.
- Strong analytical and problem-solving skills, and comfortable working with data to drive decisions.
- Excellent communication and collaboration skills to work with cross-functional teams.
Preferred Qualifications
- Experience in eCommerce or marketplace platforms.
- Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic is a plus.
- Proficiency in Excel (Pivot Tables, Formulas); SQL or WFM tools is a plus.