At a Glance
- Tasks: Lead workforce planning and optimise e-commerce moderation processes for TikTok Shop.
- Company: Join the dynamic team at TikTok, a leader in social media and e-commerce.
- Benefits: Enjoy competitive pay, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on innovation and continuous improvement.
- Why this job: Make a real impact in a fast-paced environment while shaping the future of online shopping.
- Qualifications: Experience in workforce management and strong data analysis skills required.
The predicted salary is between 60000 - 75000 £ per year.
- Moderation Workforce Management Program Manager, Tik Tok Shop, EMEA
- Job Code: A101523B
Responsibilities
- Lead the workforce planning for BPO sites.
- Administer workforce management encompassing all the processes that e-commerce moderation sites undertake.
- Create data models to forecast long/short term business volume, set up multi-dimensional capacity models & plans and determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistent achievement of SLA goals.
- Ensure teams have prepared for the right number of staff available at the right time.
Closely collaborate with Partner Operations Managers to coordinate with BPO operation team and adjust shift plan quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism.
- 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.
- Drive continuous improvement of Workforce Management (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.
- Work with upstream stakeholders such as governance teams, algo teams, business teams, to understand workflow needs, machine to human moderation conversion mechanisms, and translate the project needs into BPO headcounts, as well as inhouse project execution plans.
Qualifications
- Extensive experience in workforce management (WFM) or capacity planning in multi-channel & multi-sites, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
- Proficient skills in Excel and data analysis, familiar with formulas and Pivot Tables.
- Great communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
- Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Able to work in a fast-paced environment with dedication, passion and motivation.
- Bachelor's Degree or equivalent education/experience..
- Experience in e Commerce or marketplace platforms.
- Experience utilizing SQL, HQL and WFM systems.
- Expertise in project/program management and coordination.
- Experience in performing WFM tasks manually in excel or any manual tracking tools with all calculation logic.
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StudySmarter Expert Advice🤫
We think this is how you could land TikTok Shop - Moderation Workforce Management Program Manager in London
✨Get to Know Your E-commerce Community
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✨Showcase Your Skills with an Online Portfolio
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✨Attend E-commerce Events and Conferences
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✨Utilise Company Resources
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We think you need these skills to ace TikTok Shop - Moderation Workforce Management Program Manager in London
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Ellis Technologies, Inc., make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Ellis Technologies, Inc.'s goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Ellis Technologies, Inc.. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Ellis Technologies, Inc.
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Ellis Technologies, Inc. uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
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Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Ellis Technologies, Inc.. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
