Tiktok Shop - Vendor Workforce Management Program Manager

TikTok Inc.; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

TikTok Brazil is seeking a Workforce Management specialist to help optimize staffing across BPO sites through forecasting, scheduling, and performance monitoring.

You will partner with Operations, Finance, Product and vendors, using Excel dashboards and data-driven methods to balance service levels with cost efficiency. Proficiency in English and Portuguese is required.

Qualifications

• Bachelor's degree or above.
• 3+ years of hands-on WFM experience.
• Multi-site or multichannel operations experience preferred.
• Strong analytical skills and Excel proficiency.
• Familiarity with WFM systems and operational reporting.
• Excellent English and Portuguese communication.

Responsibilities

• Analyze historical trends and forecasts to develop short- and long-term workload forecasts.
• Calculate headcount requirements and ensure adequate staffing across BPO sites.
• Develop and optimize shift schedules and resource allocation to meet business demand and SLAs.
• Monitor metrics: response rate, CPH, schedule adherence, absenteeism, occupancy, and service levels.
• Lead WBRs/MBRs and drive BPO partners to address performance gaps.
• Monitor real-time traffic and cross-site staffing to manage demand spikes and disruptions.
• Collaborate with Finance and BPO vendors to validate hours and optimize costs.
• Build capacity planning models, reports, and dashboards using Excel.
• Align workforce plans with Operations, Finance, Product, and BPO partners.
• Identify opportunities to improve WFM processes and automate reporting.

Skills

Excel

PivotTables

Capacity modeling

English & Portuguese

Education

Bachelor's degree or above

Job description

Location:

Employment Type:

Regular

Job Code:

A88454

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Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.About the TeamThe Workforce Management (WFM) Team serves as the key link between the business and external BPO partners, overseeing workforce planning and performance across multiple sites. The team ensures the right staffing capacity is available at the right time through accurate forecasting, efficient scheduling, real-time resource allocation, and performance management. By monitoring service levels and driving operational improvements, the team helps ensure SLA achievement, improve workforce efficiency, and optimize outsourcing costs.

• Analyze historical trends and business forecasts to develop short- and long-term workload forecasts, calculate headcount (HC) requirements, and ensure adequate staffing across BPO sites.
• Develop and optimize shift schedules and resource allocation to meet business demand, service-level targets, and local labor requirements.
• Monitor key metrics, including response rate, CPH, schedule adherence, absenteeism, occupancy, and service levels.
• Lead WBRs/MBRs and drive BPO partners to address performance gaps.
• Monitor real-time traffic and staffing across sites, coordinating cross-site or cross-skill resources to manage demand spikes and operational disruptions.
• Partner with Finance and BPO vendors to validate monthly billed hours, improve scheduling efficiency, reduce ineffective staffing costs, and optimize cost per order.
• Build capacity planning models, reports, and dashboards using Excel and other analytical tools to support data-driven decisions.
• Collaborate with Operations, Finance, Product, and BPO partners to align workforce plans, ensure SLA compliance, and drive operational improvements.
• Identify opportunities to improve WFM (Workforce Management)processes, automate reporting, and enhance scheduling efficiency and operational scalability.

Qualifications

Minimum Qualifications:

• Bachelor's degree or above.
• 3+ years of hands-on experience in WFM, forecasting, scheduling, real-time management, or capacity planning within customer service or contact center operations.
• Experience in multi-site and/or multichannel environments, with client-side BPO/vendor management experience preferred.
• Strong analytical skills and proficiency in Excel, including PivotTables, formulas, and capacity modeling.
• Familiarity with WFM systems, workforce monitoring tools, or operational reporting platforms.
• Strong communication, stakeholder management, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment.
• High Oral/Written proficiency in English and Portuguese is required for this role due to cross functional collaboration with global teams.

Preferred Qualifications:

• Experience in e-commerce, online marketplaces, or high-volume customer service operations..
• Experience with SQL, HQL, automation, or dashboard development.
• Familiarity with BPO billing reconciliation, cost analysis, and process optimization.

Job Information

About ByteDance Brazil

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

TikTok Accommodation

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://tinyurl.com/RA-request

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