Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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.
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About the role
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 Program Manager to be responsible for the strategy, governance, and operations across our BPO contingent workforce in. 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.
Roles & Responsibilities
- Lead the global workforce team / collaborate with the BPO workforce team for strategy execution
- Utilize historical data and statistical modeling techniques to forecast workload volumes, staffing requirements, and resource allocation.
- Develop accurate forecasts for call volumes, transaction volumes, and other key performance indicators (KPIs) based on historical trends, seasonality, and business projections.
- Create optimized schedules that align staffing levels with forecasted workload to ensure adequate coverage and maintain service level agreements (SLAs).
- Design different shifts for the sites and make schedule plans ensuring no violation of local labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation teams and adjust shift plans quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism.
- Monitor staffing levels in real-time and implement adjustments as necessary to address fluctuations in demand and maintain operational efficiency.
- Analyze workforce performance metrics, including adherence, service level attainment, occupancy, and shrinkage, to identify trends, opportunities, and areas for improvement.
- Prepare regular reports and presentations summarizing key performance indicators, trends, and actionable insights for management review.
- Monitor real-time adherence to schedules and KPI targets, identifying deviations and implementing corrective actions to minimize impact on performance.
- Communicate with frontline supervisors and agents to address adherence issues, provide coaching, and facilitate schedule adherence.
- Collaborate with cross-functional teams to identify process improvements, automation opportunities, and efficiency enhancements to optimize workforce management processes.
- Participate in the implementation of workforce management tools, technologies, and best practices to drive operational excellence and achieve business objectives.
- Drive continuous improvement of WFM processes/tool/system including streamlining & optimizing forecast, adjustment processes across 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.
Qualifications
Minimum Qualifications
- Experience in leading a WFM (workforce management) team or an individual contributor role with regional/global scope.
- Analytical skills with the ability to interpret complex data sets, identify patterns, and generate actionable insights. Proficient skills in EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL and WFM systems is a plus.
- Proven track record of driving process improvements, implementing best practices, and delivering measurable results in a dynamic and fast-paced environment.
- Experience in performing WFM tasks manually in excel or any manual tracking tools with all calculation logic is a plus.
Preferred Qualifications
- 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.
- 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, high-pressure environment with dedication, passion and motivation.
- 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.