劳动力管理项目经理-TikTok Shop
Core
Strategic workforce planning and performance engineering for TikTok Shop's customer service operations, managing BPO partners to ensure optimal capacity and service continuity.
Role type
Senior Workforce Management (WFM) Project Manager
Builds
Scalable customer service capacity and optimized staffing strategies for high-volume e-commerce traffic
Domain
E-commerce / Customer Service / Business Process Outsourcing (BPO)
Deliverable
production ML models
Required skills
Workforce Management (WFM), capacity forecasting, shift scheduling, KPI monitoring, supplier relationship management, data modeling, Excel, stakeholder management
Preferred skills
SQL, Python, Tableau, Power BI, e-commerce platform experience
Technologies
Excel, SQL, Python, Tableau, Power BI
Responsibilities
Convert long-term volume forecasts into executable staffing strategies; establish and monitor performance standards for IM response time, CPH, and attendance; lead weekly/monthly business reviews with BPO partners; manage real-time traffic overflow and system fault responses; drive cost optimization and automation of WFM workflows.
Seniority
Senior, hands-on IC
