TikTok Shop - Workforce Management Analyst

Responsibilities

About the Team E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators.

We are looking for a highly motivated Workforce Management (WFM) Analyst to join our team and help optimize resource planning, forecasting, and real-time operations management across our global sites. This role offers an exciting opportunity to gain hands-on experience in capacity planning, data analysis, and strategic workforce optimization while working in a fast-paced e-commerce environment. Responsibilities

• Work with global teams to plan and execute workforce strategies for customer support operations.
• Analyze business trends to forecast staffing needs, optimize scheduling, and improve service levels.
• Collaborate with stakeholders (e.g., operations, product, and data teams) to ensure smooth workforce planning.
• Monitor and adjust schedules in real-time to maintain operational efficiency.
• Leverage data and technology to enhance workforce management processes and decision-making.
• Support system and tool improvements to streamline forecasting, scheduling, and reporting.

Qualifications

Minimum Qualifications

• Bachelor's degree in Business, Data Analytics, Mathematics, or a related field.
• Strong analytical and problem-solving skills, and comfortable working with data to drive decisions.
• Proficiency in Excel (Pivot Tables, Formulas); SQL or WFM tools is a plus.
• Excellent communication and collaboration skills to work with cross-functional teams.

Preferred Qualifications

• Experience in eCommerce or marketplace platforms.
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