Tiktok E-commerce Workforce Management Program

E-commerce's Governance and Experience 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. The Service and Experience Team is part of the organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Workforce Management role to provide capacity solutions to support global service and experience team's operations in e-commerce organization, ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time analysis. This is a global program role to manage the global workforce programs and monitor the execution.

Roles & Responsibilities
- Lead the global workforce planning for both BPO sites and in-house Tier2 teams.
- Administer workforce management encompassing all the processes that e-commerce customer service, seller support and creator support operations sites undertake.
- Ensure teams have 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 achievement of SLA goals.
- Design different shifts for the sites and make schedule plan ensuring no violation of local 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 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, etc.
- Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as the Moderator team, Product team, Operation team in terms of support planning.
- Experience in leading a Workforce Management team or an individual contributor role with regional/global scope.
- Extensive experience in workforce management or capacity planning in 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 on EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL, and WFM systems is a plus.
- 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.
- Expertise in project management and coordination.
- Experience in eCommerce or marketplace platforms is a plus.
- Fluent in written and spoken English. Additional language is a plus.
- Bachelor's Degree or equivalent education/experience. An advanced degree is preferred.