Workforce & Workflow Management Specialist
TikTok
Workforce & Workflow Management Specialist
TikTok
Short-form video platform with ads
About the team The Video Safety Operations Team is responsible for the review and enforcement of policies on Video formats across AMS (excluding US), EMEA, and APAC regions. Our mission is to cultivate safe, trusted video environments and experiences that are necessary to inspire creativity and bring joy. The team's global operational scale also enables focus on other critical formats - Photo, Drama, Push, Hashtag, Effects, and additional coverage for the regulatory workflows for T&S Operations on DSA/OSA. The team is responsible for the end-to-end delivery of video safety, through upfront demand planning and resource forecasting, daily operational management, and operational excellence to ensure high quality, efficiency, and cost effective operations. About the role Drive workforce management and scheduling excellence for both in-house and BPO moderation operations. This role leverages data-driven insights and forecasting models to optimize resource allocation, balance cost and wellness, maintain operational efficiency, and ensure SLA goals are consistently met. Responsibilities 1. Workload Forecasting & Resource Planning - Strategic Resource Allocation: Develop long-term strategies for volume and resource allocations aligned with LEAN, Product, Market, and Site-level initiatives. - You will be responsible for the collection of business requirements of the tool platform, follow-up on-line and test, and improve the performance and efficiency of the platform. - Analyze historical data, business trends, and market patterns to create accurate short-term workload forecasts for operations teams. - Ensure sufficient workforce are scheduled at the right time to meet incoming moderation volumes. - Develop data models to optimize workload distribution, balancing cost, productivity, and moderator wellness. 2. Efficiency Management & Operational Support - Manage key performance metrics: Latency SLA & Productivity, creating mitigation plans such as downgrading, volume allocations, safety strategy & platform enhancements etc to manage impact brought by under-staffing & over-staffing; - Oversee queue operations, review forecasts, iterate scheduling patterns, and ensure timely publishing of schedules. - Provide ad-hoc and regular support to stakeholders including Moderator, Product, and Operations teams. 4. Reporting & Insights - Generate governance reports and operational insights on forecast accuracy, staffing performance, and bottlenecks. - Identify trends and potential risks to proactively inform leadership and improve operational outcomes. 5. Process Improvement & System Optimization - You will be responsible for the internal business workflow optimization, Optimize or reinvent internal business processes by collecting and analyzing problems in business implementation. - Streamline forecasting and adjustment processes, maintain data integrity, and support system/tool enhancements. - Contribute to regional workforce strategies and initiatives to improve efficiency and performance. - You will be responsible for strategy operation and optimization of local market related business. - You will promote the operation and landing of business related projects. - You will promote the continuous and iterative development of strategies requirements through communication and cooperation with relevant operation team, algo team and R&D.
Minimum Qualifications - Bachelor’s degree in a quantitative or related field (e.g., Finance, Mathematics, Data Analytics, Economics, Supply Chain Management) - 2+ years of experience in workforce management, forecasting, or scheduling, ideally within APAC. - High attention to detail and accuracy with strong analytical skills with proficiency in workforce management tools or similar platforms. - Excellent problem-solving, task prioritization, follow-up, and quick learning skills. - Strong communication and interpersonal skills to interact with cross-functional teams and regional stakeholders. - Ability to manage multiple priorities effectively and meet deadlines. - Good understanding of cultural and economic nuances across countries. Preferred Qualifications - Familiarity with workforce management systems and tools. - Certifications in workforce management or related areas
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is a short-form mobile video platform that lets people create, discover, and share quick videos. Users upload vertical clips, edit them with built-in tools, and browse a personalized feed powered by an algorithm that highlights relevant content. Advertisers can use in-feed ads, branded hashtags, and the Business Center to plan and measure campaigns, making it easy for brands to reach a global audience. Its goal is to inspire creativity and bring joy by helping people express themselves and by connecting brands with a wide audience.
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