Workforce Management & Vendor Operations Specialist

About the Role

The Monetization Product Operations (MPO) team at TikTok is dedicated to providing a superior advertising experience through exceptional customer service and streamlined processes and tools. This team collaborates closely with Sales for post-sales support and engages with the product team to drive improvements via feature requests and bug management.

Responsibilities

This role is split equally between Workforce Management and Vendor Management.

Workforce Management (50%)

• Develop and implement staffing strategies by translating volume forecasts, considering seasonality, product changes, and campaign impacts, into proactive adjustments in scheduling, headcount mix, and site allocation.
• Monitor real-time adherence and intraday staffing levels, promptly identifying and resolving deviations in shrinkage or occupancy.
• Collaborate with external vendor WFM teams to optimize shift structures, interval staffing, and break schedules.
• Track and report on key Workforce Management metrics, including Service Level Agreement (SLA) attainment, occupancy, utilization, Average Handle Time (AHT), and shrinkage.
• Identify and report potential staffing risks, proposing effective mitigation strategies.
• Assist in headcount modeling for new projects, product launches, or site expansions.

Vendor Management (50%)

• Act as the main operational contact for designated vendor sites (Concentrix and TP).
• Conduct regular business reviews (weekly/monthly) with vendor operations leaders, assessing performance against contractual Key Performance Indicators (KPIs).
• Ensure vendor accountability for quality, productivity, and compliance metrics, managing escalation and corrective action processes.
• Oversee the onboarding of new vendor batches, coordinating training schedules, system access, and readiness checks.
• Partner with internal Quality and Customer Satisfaction (CSAT) teams to share performance insights and jointly develop improvement plans with vendors.
• Support contract and Statement of Work (SOW) management, identifying risks related to billing accuracy, SLA credits, or scope changes.
• Liaise with Vendor Operations, Tooling, and Support leadership to relay vendor feedback and advocate for process enhancements.

Qualifications

Minimum Qualifications

• A minimum of 4 years of experience in Workforce Management within a contact center or Business Process Outsourcing (BPO) environment, with at least 2 years in a vendor-facing or vendor management role.
• Proficiency in SQL for data querying and manipulation.
• Hands-on experience with at least one Business Intelligence (BI) tool such as Tableau, Power BI, or Looker, coupled with strong working knowledge of Excel and/or Google Sheets (including pivot tables, formulas, and data cleaning).
• A solid understanding of business metrics and KPIs, preferably within the tech, e-commerce, or platform sectors.
• Demonstrated ability to manage external vendor relationships effectively, balancing commercial requirements with collaborative partnerships.
• Experience conducting Quarterly Business Reviews (QBRs) or Monthly Business Reviews (MBRs) with external vendors and preparing performance reports for senior management.
• Excellent communication and stakeholder management skills, with the ability to collaborate across different time zones and cultures.
• Strong analytical capabilities, including building models, identifying trends, and translating data into actionable recommendations.

About TikTok

TikTok is the premier platform for short-form mobile video, driven by a mission to inspire creativity and bring joy. With global headquarters in Los Angeles and Singapore, TikTok also maintains offices in major cities worldwide.

Why Join Us

TikTok's core mission of inspiring creativity is brought to life by its diverse and innovative global teams. We foster an environment where individuals can express themselves authentically, discover new connections, and contribute to creating value, inspiring creativity, and spreading joy. We seek curious, humble individuals eager to make an impact in a fast-paced tech environment. Every challenge is viewed as a learning opportunity, fostering innovation and teamwork. With a resilient approach and an 'Always Day 1' mindset, we achieve significant breakthroughs for ourselves, the company, and our users. The possibilities are limitless when we grow together.

Diversity & Inclusion

TikTok is committed to cultivating an inclusive workplace where employees are valued for their unique skills, experiences, and perspectives. Our platform connects people globally, and our workforce reflects this diversity. We are dedicated to celebrating diverse voices and creating an environment that mirrors the many communities we serve, driven by a passion for this mission.