TikTok Shop - Workforce Management Program Manager (APAC) - Singapore

at  TikTok

Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok’s global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok’s purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That’s how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
Responsibilities
1. Lead the global workforce planning for both BPO sites and inhouse Tier2 teams.
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 achievement of SLA goals.
5. Design different shifts for the sites and make schedule plan ensuring no violation of 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.
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 cross 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, Operation team in terms of support planning.
Qualifications
Minimum Qualifications
1. Experience in leading a WFM (workforce management) team or an individual contributor role with regional/global scope.
2. Extensive experience in workforce management or capacity planning in a multi-channel & multi-sites.
3. Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
4. Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic is a plus.
5. Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
6. 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.
7. Bachelor’s Degree or equivalent education/experience.
Preferred Qualifications
1. Experience in eCommerce or marketplace platforms is a plus.
2. 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.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too

Please refer the Job description for details