Workforce & Workflow Management Specialist (Video Safety Operations)
Responsibilities
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;
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- 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.
Qualifications
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
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.