TikTok Shop - Workforce Management Specialist( Program Manager)

TikTok; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading social media platform based in London is seeking a Workforce Management Specialist to oversee strategy and operations of its BPO contingent workforce. The ideal candidate has experience in workforce management, capacity planning, and strong data analysis skills, along with the ability to work collaboratively under pressure. This role ensures effective staffing and optimizes resource allocation to maintain excellent service levels.

Qualifications

• Experience in workforce management or capacity planning across multiple channels and sites.
• Understanding of volume forecasting, shift scheduling, performance monitoring, and process/system optimization.
• Proficiency in Excel, data analysis, formulas, and PivotTables.

Responsibilities

• Collaborate with BPO workforce team for strategy execution.
• Manage workforce processes for e-commerce customer service operations.
• Ensure appropriate staffing levels at all times.

Skills

Workforce management

Capacity planning

Data analysis

Problem-solving

Project management

Tools

Excel

SQL

WFM systems

Job description

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TikTok Shop - Workforce Management Specialist (Program Manager), London

Client: TikTok

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

d489f56f54a4

Job Views:

18

Posted:

12.08.2025

Expiry Date:

26.09.2025

Job Description:

About the team

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Moderation Team (SMT), part of GNE, aims to create a trustworthy e-commerce platform with excellent service. We are seeking a Global Workforce Management Program Manager to oversee strategy, governance, and operations of our BPO contingent workforce. This role supports capacity planning to ensure business success with contingent labor, managing the full lifecycle including forecasting, planning, scheduling, and performance analysis. It involves managing in-house teams and collaborating with BPO workforce teams.

Responsibilities:

• Collaborate with BPO workforce team for strategy execution
• Manage workforce processes for e-commerce customer service, seller support, and creator support operations
• Ensure appropriate staffing levels at all times
• Create data models to forecast business volume, develop capacity plans, and optimize resource allocation balancing customer experience, employee satisfaction, and costs
• Design shift schedules compliant with local labor laws, manage daily site operations, and adjust plans as needed
• Monitor operational performance, analyze statistics and financial results to ensure productivity and quality standards
• Drive continuous improvement of WFM processes, tools, and systems, including data integrity and database updates
• Act as a point of contact for stakeholders, providing support planning and coordination

Minimum Qualifications:

• Experience in workforce management or capacity planning across multiple channels and sites
• Understanding of volume forecasting, shift scheduling, performance monitoring, and process/system optimization
• Proficiency in Excel, data analysis, formulas, PivotTables; experience with SQL, HQL, and WFM systems is a plus
• Ability to perform manual WFM tasks and calculations
• Strong problem-solving, prioritization, and quick learning skills; ability to work under pressure
• Project management and coordination skills

Preferred Qualifications:

• Experience in commerce platforms within the relevant region
• Ability to work independently and in teams; e-commerce or marketplace platform experience advantageous
• Good communication, data interpretation, and presentation skills