Responsibilities
Trust and Safety Operations a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.
As a Workforce Manager, you'll be responsible for managing the distribution of overall incoming volume across TikTok US Safety workflows, overseeing agent forecasting and maximizing efficiency across multiple sites. You will oversee continuous improvement of business processes for managing our supply and demand for human content review. You will also enable and support the US Safety team by providing operational insights through scheduling and capacity forecast reviews to ensure alignment to business demands.
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In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
- Build and operationalize comprehensive and flexible forecast models to drive efficiency.
- Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.
- Orchestrate, prepare, and conduct business reviews with key vendors and internal partners. Participate in workforce planning activities in coordination with internal teams.
- Manage workforce planning analysis and reporting.
- Manage multiple analytics projects and ad-hoc requests with great flexibility and tolerance for ambiguity. Automate routine data collection.
- Drive continuous improvement efforts by reviewing data, standards, policies and the execution of established processes to identify gaps and iterating on best practices
- Leading / participating in cross group collaboration meetings with global stakeholders to share knowledge, best practices, and governance of forecast and capacity planning processes.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Mathematics, Economics, Operations or equivalent practical experience.
- 5+ years of experience in Workforce Management leading a Global WFM Organization with multiple global sites with proven understanding of forecasting, capacity planning, scheduling and workforce management processes
- Ability to manage and drive process related automation with technical team where needed
- Experience in analyzing, interpreting and summarizing data, as well as presenting reports, forecasts, trends, and recommendations to cross-functional stakeholders.
- Excellent Excel skills and data analysis acumen
Preferred Qualifications
- Proficiency with spreadsheet software including experience with SQL and data pipelines.
- Experience with integration and adoption of workforce management process and technology into an organization.
- Proven success in change management and implementing workforce management processes for large multi-national organization.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $87000 - $190000 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.