At a Glance
- Tasks: Lead workforce planning and optimise e-commerce moderation processes for TikTok Shop.
- Company: Join TikTok, a dynamic platform shaping the future of social commerce.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and drive continuous improvement in a vibrant workplace.
- Why this job: Make an impact in a fast-paced environment while enhancing your skills in workforce management.
- Qualifications: Experience in workforce management and strong data analysis skills required.
The predicted salary is between 60000 - 80000 £ per year.
Location: London
Employment Type: Regular
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.
- 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 eCommerce 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.
Moderation Workforce Management Program Manager, TikTok Shop, EMEA employer: Ellis Technologies, Inc.
At TikTok Shop, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. Our commitment to employee growth is evident through continuous learning opportunities and a collaborative environment where innovative ideas thrive. Join us to be part of a forward-thinking team that values your contributions and supports your career journey in the fast-paced world of e-commerce.
StudySmarter Expert Advice🤫
We think this is how you could land Moderation Workforce Management Program Manager, TikTok Shop, EMEA
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Moderation Workforce Management Program Manager, TikTok Shop, EMEA at Ellis Technologies, Inc.!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Ellis Technologies, Inc. or be willing to refer you for that Moderation Workforce Management Program Manager, TikTok Shop, EMEA position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Ellis Technologies, Inc. who’s on the lookout for their next Moderation Workforce Management Program Manager, TikTok Shop, EMEA star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Moderation Workforce Management Program Manager, TikTok Shop, EMEA role at Ellis Technologies, Inc.!
We think you need these skills to ace Moderation Workforce Management Program Manager, TikTok Shop, EMEA
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Ellis Technologies, Inc.. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Ellis Technologies, Inc.
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Ellis Technologies, Inc.. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
