TikTok Shop - Workforce Management Specialist( Program Manager)

e / collaborating with the BPO workforce team as well as strategy execution.

Responsibilities:

• Collaborate BPO workforce team for strategy execution
• 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 workforce management or capacity planning in a multi-channel & multi-sites.
• 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.
• Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic is a plus.
• 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 commerce platforms in the relevant region;
• Capable of functioning independently and within a team environment, with experience in e-commerce or marketplace platforms being advantageous.
• Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).