Global Workforce Management Strategist

2 months ago

Singapore TikTok Full time

About the Role

TikTok is seeking a Global Workforce Management Program Lead to oversee the strategy, governance, and operations of our BPO contingent workforce. This role will be responsible for ensuring business success with contingent labor, delivering committed Service Level Agreements, and managing the in-house/collaborating with the BPO workforce team.

Key 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.
  • 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, assuring data integrity.
  • 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 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 task 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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