Workforce & Queue Management Team Lead, Trust & Safety

Responsibilities

About the Team:
The OPS-Search & Interaction Safety team is dedicated to ensuring a safe, reliable, and efficient experience for TikTok users by managing operational excellence in the workforce and queue management. Our mission is to optimize resource allocation, scheduling, and operational workflows across multiple lines of business to support Trust & Safety initiatives, while maintaining compliance and fostering strong collaboration with internal and external partners.

Responsibilities:
Workforce Management:
- Lead and manage a global Workforce & Queue Management team, fostering a high-performance culture and supporting team development.
- Develop and execute workforce strategies including capacity forecasting, scheduling, and resource allocation for both in-house and BPO operations.
- Monitor real-time staffing and queue metrics, providing timely feedback and recommendations to operations planning teams for workforce reallocation.
- Build and maintain forecasting models that balance cost, capacity, and user/employee experience across multiple lines of business.
- Drive BPO budget planning, cost optimization initiatives, and financial governance to ensure efficient workforce utilization and compliance.
- Manage change initiatives to facilitate adoption of Workforce Management systems and tools across regions.
- Collaborate closely with Platform teams to optimize existing tools and design new solutions that enhance workforce allocation and operational efficiency.
Queue Management:
- Oversee queue management for Search and Interaction business across in-house and BPO operations, monitoring key metrics such as latency, productivity, and incoming volume.
- Analyze and improve support platform capabilities, workflows, and scheduling constraints to optimize service channels.
- Develop and enhance reporting tools, databases, and spreadsheets to improve data accuracy and operational insights.
- Manage daily, weekly, and monthly operational plans and objectives to ensure service level agreements (SLAs) are met.

Qualifications

Minimum Qualifications:
- Bachelor's degree in a quantitative or related field (e.g., Finance, Mathematics, Data Analytics, Economics, Supply Chain Management).
- 5+ years of experience in global workforce management, preferably within BPO, multi-site, or tech company environments.
- Proven leadership experience managing diverse teams, including setting objectives and conducting performance reviews.