Shop Tokopedia

4 months ago

Jakarta, Indonesia TikTok Full time

Responsibilities
About Us
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the team
The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. In this role, you will have the opportunity to support our continued growth and expansion. The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
SMT is looking for a Workforce Management Program Manager Lead to be responsible for the strategy, governance, and operations across our BPO contingent workforce. This role also provides capacity solutions support to ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time monitoring and performance analysis. This plays a global role in managing the inhouse / collaborating with the BPO workforce team as well as strategy execution.
**Responsibility**:

- Lead the regional workforce team / collaborate BPO workforce team for strategy execution.
- Utilize historical data and statistical modeling techniques to forecast workload volumes, staffing requirements, and resource allocation.
- Develop accurate forecasts for call volumes, transaction volumes, and other key performance indicators (KPIs) based on historical trends, seasonality, and business projections.
- Create optimized schedules that align staffing levels with forecasted workload to ensure adequate coverage and maintain service level agreements (SLAs).
- 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.
- Monitor staffing levels in real-time and implement adjustments as necessary to address fluctuations in demand and maintain operational efficiency.
- Analyze workforce performance metrics, including adherence, service level attainment, occupancy, and shrinkage, to identify trends, opportunities, and areas for improvement.
- Prepare regular reports and presentations summarizing key performance indicators, trends, and actionable insights for management review.
- Monitor real-time adherence to schedules and KPI targets, identifying deviations and implementing corrective actions to minimize impact on performance.
- Communicate with frontline supervisors and agents to address adherence issues, provide coaching, and facilitate schedule adherence.
- Collaborate with cross-functional teams to identify process improvements, automation opportunities, and efficiency enhancements to optimize workforce management processes.
- Participate in the implementation of workforce management tools, technologies, and best practices to drive operational excellence and achieve business objectives.
- Drive continuous improvement of 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.

**Qualifications**:
Minimum Qualifications
- Bachelor's Degree or equivalent education/experience.
- Experience in leading a WFM (workforce management) team or an individual contributor role with regional/global scope.
- Extensive experience in workforce management or capacity planning in a multi-channel & multi-sites.
- Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system o

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