Workforce Management Program Manager - USDS
Apply NowCompany: TikTok
Location: Los Angeles, CA 90011
Description:
Responsibilities
Team Intro
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Selling Partner Support (SPS) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SPS is looking for a Workforce Management role to provide capacity solutions to support global service and experience team operations in e-commerce organizations, 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 execution.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities
- Lead the global workforce planning for outsourced BPO sites.
- 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 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.
- 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.
- 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.
Preferred Qualifications
- Experience in eCommerce or marketplace platforms is a plus.
- Fluency in Additional language is a plus to work with global stakeholders outside of the US
- Bachelor's Degree or equivalent education/experience. Advanced degree is preferred.
Team Intro
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Selling Partner Support (SPS) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SPS is looking for a Workforce Management role to provide capacity solutions to support global service and experience team operations in e-commerce organizations, 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 execution.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities
- Lead the global workforce planning for outsourced BPO sites.
- 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 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.
- 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.
- 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.
Preferred Qualifications
- Experience in eCommerce or marketplace platforms is a plus.
- Fluency in Additional language is a plus to work with global stakeholders outside of the US
- Bachelor's Degree or equivalent education/experience. Advanced degree is preferred.