Moderation Workforce Management Program Manager, TikTok Shop, EMEA

About the Team TikTok Shop is an innovative marketplace fully integrated into TikTok. It brings together online sellers, buyers and creators - all within TikTok to build a one-stop, seamless shopping experience and bringing more commerce solutions that further enable our community to discover and engage with what they love.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Global Moderation is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform.

Responsibilities:

• Lead the workforce planning for BPO sites.
• Administer workforce management encompassing all the processes that e-commerce moderation sites undertake.
• Create data models to forecast long/short term business volume, set up multi-dimensional capacity models & plans and determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistent achievement of SLA goals.
• Ensure teams have prepared for the right number of staff available at the right time. Closely collaborate with Partner Operations Managers to coordinate with BPO 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 Workforce Management (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.
• Work with upstream stakeholders such as governance teams, algo teams, business teams, to understand workflow needs, machine to human moderation conversion mechanisms, and translate the project needs into BPO headcounts, as well as inhouse project execution plans.

Minimum Qualifications:

• Extensive experience in workforce management (WFM) or capacity planning in multi-channel & multi-sites, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
• Proficient skills 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 environment with dedication, passion and motivation.
• Bachelor's Degree or equivalent education/experience..

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.