Regional Workforce Management Program Manager - Americas

TikTok

Mountain View, CA

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

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Position summary

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. 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. 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. What You'll Do - Lead the global workforce planning for both BPO sites and inhouse 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 Moderator team, Product team, Operation team in terms of support planning Who We're Looking For - Bachelor's Degree or equivalent education/experience - At least 3+ professional work experience - 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 - Experience in eCommerce or marketplace platforms 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too. TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected]

What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company

TikTok

Industry: Technology: Consumer Internet

As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.