Workforce Management Lead, Smb

3 weeks ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

Our newly created APAC SMB Vendor Management team is responsible for delivering outsourcing solutions that drive growth in our fast-growing SMB segment of advertisers across sales and support functions. That being said, we are excited to look out for a Workforce Management Lead to be part of the team that is responsible for planning and forecasting our outsourcing capabilities to support our ambitious growth goals across the SMB business.
Success in this position requires a passion for working cross functionally, both internally and externally, deliver committed Service Level Agreements with whole lifecycle management, including forecasting, planning, scheduling, cost book-keeping and real-time analysis.

**Responsibilities**:

- Building from scratch - A Self-starter mindset who loves to work with Start-Ups and has the courage to start building processes, getting some structure in place and is a great team player. You have experience and the right attitude working in an ambiguous, dynamic and fast paced environment
- Lifecycle Management - Able to support all our outsourcing stakeholders with forecasting, planning, scheduling, cost book-keeping and real-time analysis needs. This would require short term and long term planning which at times may not be backed with relevant historical data
- Collaboration creates value - Work with our vendors to thoughtfully plan changes and growth. Engage with our internal cross-functional partners to build relationships that will enable our external vendors.
- Data driven - Use data to influence decisions for data models and conduct Root Cause Analysis or After Action Reviews on operational processes as needed relating to Lifecycle Management
- Drive continuous improvement - 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.
- Performance Management - 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 customer-service standards by analyzing performance statistics and financial results.

**Qualifications**:
1. Experience in leading a WFM (workforce management) team or an individual contributor role with regional/global scope experience preferably in a BPO support operations space with 5 years of work experience preferably
1. Experience in leading a WFM (workforce management) team or an individual contributor role with regional/global scope experience preferably in a BPO support operations space with 5 years of work experience preferably
2. Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
3. Proficient skills on EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL and WFM systems is a plus.
4. Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations)
5. Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Able to work in a fast-paced, high-pressure environment with dedication, passion and motivation.
6. Expertise in project management and coordination
7. Fluent written and spoken English
8. Bachelor's Degree or equivalent education/experience. Advanced degree is preferred.
9. Ability to travel 20% domestic and some international

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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