Workforce Management Lead

1 month ago

Singapur, Singapore TikTok Full time
About the Team

TikTok is seeking a highly skilled Global Workforce Management Program Lead to drive strategy, governance, and operations across our BPO contingent workforce. This role will provide capacity solutions support to ensure business success with contingent labor, and deliver committed Service Level Agreements with whole lifecycle management, including forecasting, planning, scheduling, and real-time monitoring and performance analysis.

Responsibilities
  • Lead the global workforce and BPO workforce team for strategy execution.
  • Administer workforce management encompassing all processes that e-commerce customer service, seller support, and creator support operations sites undertake.
  • Ensure teams are prepared for the right number of staff available at the right time.
  • 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.
  • Design different shifts for the sites and make schedule plans ensuring no violation of 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.
  • 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.
  • 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, and assuring data integrity.
  • Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as Moderator teams, Product teams, and Operation teams in terms of support planning.
Minimum Qualifications
  • Experience in leading a WFM (workforce management) team or 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.
  • Proficient skills on Excel and good at data analyzing, familiar with formulas and Pivot Tables.
  • 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.
  • Bachelor's Degree or equivalent education/experience.
Preferred Qualifications
  • Experience in performing WFM tasks manually in Excel or any manual tracking tools with all calculation logic.
  • Experience utilizing SQL, HQL, and WFM systems.
  • Expertise in project management and coordination.
  • Experience in eCommerce or marketplace platforms.
  • Advanced degree is preferred.

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