TikTok Shop - Workforce Management Program Manager

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 - Workforce Management Program Manager

Employment Type

Regular

Job Code

A218859

Responsibilities

• Manage workforce planning for both BPO sites and inhouse teams. Ensure teams have prepared for the right number of staff available at the right time.
• Administer workforce management encompassing all the processes that e-Commerce seller support and creator support operations 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 seller & creator experience, employee experience and cost effectiveness, contributing to consistent achievement of SLA goals.
• Design different shifts for the sites and make schedule plan ensuring no violation of labor laws and regulations; manage day-to-day production of sites, closely coordinate with 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 seller creator service standards by analyzing performance statistics and financial results.
• Drive continuous improvement of WFM processes/tool/system including streamlining & optimizing forecast, adjustment processes across departments, supporting system/tooling 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.

Qualifications

• Minimum Qualification(s)- Bachelor's Degree or equivalent education/experience.
• Experience working in WFM (workforce management) team as an individual contributor role with regional/global scope.
• Extensive experience in workforce management or capacity planning in multi-channel & multi-site.
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing, etc.
• Proficient skills in Excel and good at data analysis, familiar with business intelligence tools.
• Experience in performing WFM tasks manually in Excel or any manual tracking tools with all calculation logic is a plus.
• Good 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.
• Preferred Qualification(s)- An advanced degree is preferred.
• Experience utilizing SQL, HQL and WFM systems is a plus.
• Expertise in project management and coordination is a plus.
• Experience in eCommerce or marketplace platforms is a plus.

Job Information

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.

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