- 경험
- 어느
- 샐러리
- —
- 채용 공고
- 1
- 게시됨
- 2시간 전
- Work mode
- 사무실에서
- 교육
- Bachelor’s degree
- Eligibility
- Candidates with a bachelor’s degree or equivalent education/experience and relevant workforce management, capacity planning, or scheduling experience can apply. Experience in e-commerce or marketplace environments, plus exposure to project management, SQL, HQL, or WFM systems, is beneficial.
- Resume
- Required to apply
Where you'll work
직무 설명
Role overview
This position sits within the Governance and Experience team, a global function focused on creating a marketplace that is both safe and dependable for users and partners. The team works across policy, process, product, and systems to strengthen quality and improve the overall commerce experience. The role is based in Singapore and is centered on workforce management for e-commerce seller support and creator support operations.
What you will do
- Plan staffing for both BPO locations and in-house AOC teams so the right number of people are available at the right time.
- Oversee workforce management activities across the full set of processes used by seller support and creator support operations sites.
- Build forecasting models for short- and long-term business volumes, develop multi-dimensional capacity plans, and find the best balance between seller and creator experience, employee experience, and cost efficiency while supporting SLA targets.
- Develop shift structures and scheduling plans that comply with labor laws and regulations, and handle daily site operations in close partnership with the operations team.
- Adjust staffing and shift plans quickly when moderation demand increases unexpectedly or when absenteeism affects coverage.
- Track operational performance to maximize productivity and outcomes, reviewing schedules against incoming volume and assessing productivity, quality, and service standards through performance and financial analysis.
- Improve workforce management processes, tools, and systems by refining forecasting and adjustment workflows across teams, supporting tooling development, maintaining databases, and ensuring data accuracy.
- Act as a contact point for moderator, product, and operations stakeholders by providing both regular and ad hoc support for planning needs.
What we are looking for
- A bachelor’s degree, or an equivalent mix of education and experience.
- Prior experience as an individual contributor in a workforce management team with regional or global responsibility.
- Strong background in workforce management or capacity planning across multiple channels and multiple sites.
- Solid knowledge of volume forecasting, headcount planning, shift scheduling, performance tracking, and process or system optimization.
- Confident Excel user with strong data analysis ability and familiarity with business intelligence tools.
- Clear communication skills and the ability to analyze information and present technical findings, assumptions, and recommendations concisely.
- Strong problem-solving skills, good prioritization and follow-up habits, and the ability to learn quickly in a fast-moving environment.
Preferred experience
- Project management and coordination experience is an advantage.
- Previous work in e-commerce or marketplace businesses is a plus.
- Advanced education is preferred.
- Exposure to SQL, HQL, and workforce management systems is beneficial.
- Hands-on experience doing workforce management tasks manually in Excel or other tracking tools, including calculation logic, is a plus.
About the company
TikTok is a global short-form video platform with headquarters in Los Angeles and Singapore, and offices in multiple cities worldwide. The company’s mission is to inspire creativity and bring joy. Its culture emphasizes curiosity, humility, resilience, collaboration, and continuous improvement.
Diversity and inclusion
TikTok states that it is committed to building an inclusive workplace where people are valued for their skills, experiences, and perspectives, and where diverse voices are celebrated.