TikTok Shop - Workforce Management Program Manager

TikTok; London; On-site; GBP 40,000 - 80,000

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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 Program Manager 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 in-house/collaborating with the BPO workforce team as well as strategy execution.

Responsibilities:

1. Collaborate with the 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 achieving SLA goals.
5. 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 the operation team, and adjust shift plans 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 across 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, and Operation team in terms of support planning.

Qualifications

Minimum Qualifications:
- Extensive experience in workforce management or capacity planning in a multi-channel & multi-site environment.
- Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring, and processes/system optimizing.
- 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.
- Experience in performing WFM tasks manually in Excel or any manual tracking tools with all calculation logic is a plus.
- 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.
- Expertise in project management and coordination.
- Bachelor's Degree or equivalent education/experience.

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