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 team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Workforce Management role to provide capacity solutions to support global service and experience team operations in e-commerce organizations, ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time monitoring and performance analysis. This is a global program role to manage the global workforce programs and monitor execution.

Responsibilities
- 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.
- Administer workforce management encompassing all the processes that e-commerce customer service, seller support and creator support operations sites undertake.
- 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.
- Coordinate with various teams including Operational Excellence, Operations, Cross Functional Team, SOP on planning for new projects and initiatives, evaluate impacts that might bring to the team.
- Understand business model and work out Inventory Management strategy which involve routing management, skillgroup management to meet business needs.

Qualifications

Minimum Qualification
- Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
- Expertise in project management and coordination. Various exposure on scheduling management, inventories management and data warehouse tools.
- 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 leading a WFM (workforce management) team or an individual contributor role with regional/global scope.

Preferred Qualification
- 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.
- Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic is a plus.
- 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.
- 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 are passionate about this and hope you are too.

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