TikTok Shop - Workforce Management Program Manager
Core
End-to-end Workforce Management (WFM) support for the TikTok Shop service support team in Mexico, ensuring optimal balance of cost and efficiency.
Role type
Workforce Management Program Manager
Builds
Service support operations for Buyers, Sellers, and Creators in the Mexico market
Domain
E-commerce / Marketplace / Customer Service
Required skills
Workforce planning, capacity modeling, shift design, BPO performance management, process improvement, billing governance, stakeholder alignment
Preferred skills
E-commerce marketplace operations, customer service KPIs (CSAT, SLA, AHT, FCR), data analysis, SQL, HQL, WFM systems
Technologies
SQL, HQL, WFM systems
Responsibilities
Manage workforce planning for BPO sites to ensure adequate staffing level; Create data models for business volume forecasting and set up multi-dimensional capacity models; Design shifts complying with local labor laws; Drive continuous improvement of WFM processes, tools, and systems; Own BPO performance management and drive measurable improvements; Partner with QA, KMT, and Operations to translate performance insights into corrective actions; Ensure BPO execution and quality standards align with global practices; Support BPO billing governance; Act as key interface between BPOs, Country Leads, and global teams
Seniority
Mid-Senior, hands-on IC