Workforce Management Program Director

2 weeks ago

Seattle, Washington, United States Tik Tok Full time
Workforce Management Program Manager

About the Role

TikTok is seeking a highly skilled Workforce Management Program Manager to join our Global Workforce Planning team. As a key member of our organization, you will be responsible for building robust processes, identifying opportunities for improvement, and developing global workforce planning strategies for both BPO sites and in-house Tier2 teams.

Key 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 achieving SLA goals.
  • Design different shifts for the sites and make schedule plans ensuring no violation of labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation teams, and adjust shift plans 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 teams, Product teams, and Operation teams in terms of support planning.

Requirements

  • Bachelor's Degree or equivalent education/experience.
  • Experience in workforce management or capacity planning in a multi-channel & multi-sites, including volume & headcount forecasting, shift plans scheduling, performance monitoring, and processes/system optimizing and etc.
  • Proficient in Excel and data analysis, familiar with formulas and Pivot Tables.
  • Great 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.

Preferred Qualifications

  • Experience in eCommerce or marketplace platforms.
  • Experience utilizing SQL, HQL, and WFM systems.
  • Expertise in project/program management and coordination.
  • Experience in performing WFM tasks manually in Excel or any manual tracking tools with all calculation logic.

About TikTok

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.

Equal Employment Opportunity

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

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