Global WFM Program Manager, Ecommerce Ops

TikTok; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TikTok Shop is seeking a Workforce Management Program Manager in Kuala Lumpur to lead multi-site WFM planning for both BPO and in-house teams. You will forecast volume, design shifts, and ensure staffing aligns with SLA goals while complying with labor laws.

You will drive WFM process improvements, develop data models, and coordinate with Moderator, Product and Operations teams to optimize performance and cost efficiency in a fast-paced e-commerce environment.

Qualifications

• Bachelor's degree or equivalent education/experience.
• Experience in WFM with regional/global scope.
• Extensive workforce management or capacity planning experience.
• Deep understanding of forecasting, scheduling, performance monitoring, and optimization.
• Proficient Excel skills and data analysis; familiar with BI tools.
• Experience with WFM tasks in Excel or similar tools is a plus.
• Strong communication, analytical, and rapid learning abilities.
• Advanced degree preferred; SQL, HQL and WFM systems are a plus.
• Experience in eCommerce or marketplace platforms is advantageous.

Responsibilities

• Manage workforce planning for BPO sites and in-house teams.
• Administer workforce management processes for e‑Commerce support operations.
• Create data models to forecast long/short term volume and capacity.
• Design shifts and schedules while ensuring labor law compliance.
• Monitor performance to meet SLA and optimize productivity.
• Drive continuous WFM process improvements and data integrity.
• Serve as point of contact for stakeholders to support planning.

Skills

Excel

Data analysis

BI tools

SQL

WFM

Education

Bachelor's degree or equivalent

Tools

WFM systems

Business intelligence tools

SQL

HQL

Job description

TikTok Shop is seeking a Workforce Management Program Manager in Kuala Lumpur to lead multi-site WFM planning for both BPO and in-house teams. You will forecast volume, design shifts, and ensure staffing aligns with SLA goals while complying with labor laws.

You will drive WFM process improvements, develop data models, and coordinate with Moderator, Product and Operations teams to optimize performance and cost efficiency in a fast-paced e-commerce environment.