TikTok Shop - Moderation Workforce Management Program Manager

TikTok; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

TikTok is seeking a Workforce Planning Lead for its Global Moderation footprint in London. You will forecast demand across BPO sites, design multi-dimensional capacity plans, and align staffing with service level goals.

The role requires extensive WFM experience, strong Excel skills, and excellent communication to translate data into actionable decisions. A Bachelor's degree is expected and duties span multiple teams in a fast-paced environment.

Qualifications

• Extensive experience in workforce management (WFM) or capacity planning in multi-channel & multi-sites.
• Proficient in Excel and data analysis, with pivot tables.
• Excellent communication, information analysis & ability to present detailed technical analysis and recommendations.
• Strong problem solving, prioritization, and quick learning in a fast-paced environment.
• Bachelor's Degree or equivalent education/experience.

Responsibilities

• Lead the workforce planning for BPO sites.
• Administer workforce management processes across sites.
• Create data models to forecast short/long term volume and plan capacity to balance CX, employee experience and cost.
• Coordinate shift plans with BPO operations to respond to volume or absenteeism.
• Monitor site performance and evaluate productivity, quality and customer service metrics.
• Drive continuous improvement of WFM processes, tools, and data integrity.
• Act as liaison to stakeholders for planning support across Moderator, Product and Operations teams.
• Collaborate with governance, algo and business teams to translate needs into headcounts and execution plans.

Skills

WFM experience

Excel & data analysis

Communication

Problem solving

Fast-paced environment

Education

Bachelor's degree or equivalent

Tools

SQL

HQL

WFM systems

Job description

Responsibilities

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.

• 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.

Qualifications

Minimum Qualification(s):

• 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 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 Qualification(s):

• 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 the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.