Workforce Management Specialist (Monetisation Integrity Ops)

About the team The MI Workforce Management (WFM) team is essential to ensuring our operations are efficiently staffed and strategically aligned with TikTok's growth. As a key partner to Monetization Integrity Ops stakeholders, the Workforce Management Specialist is responsible for planning and optimizing workforce requirements across both in-house and vendor sites. By collaborating closely with internal teams and leveraging data-driven insights, you will continually drive improvements in performance, staffing models, and operational efficiency, making a significant impact on the overall success of our platform.

Responsibilities:

• Act as key workforce business partner to stakeholders, encompassing planning for all workforce requirements of MI Operations, whether in-house or vendor sites; ensuring we have the right number of staff available at the right time.
• Partner with internal teams to agree required levels of Auto-Moderation to optimize human-review performance for business needs.
• Continually identify forecasting performance gaps and implement improvements. Own and develop OKR's that raise the bar in performance.
• Coordinate with operations teams on HC requirement and cross utilisation opportunities, in the case of unexpected rises in moderation volumes or absenteeism.
• Be responsible for monitoring operational performance to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and customer-service standards by analyzing performance statistics and financial results.
• Drive continuous improvement on WFM processes/tools/systems including streamlining & optimizing HC allocation and real-time management.
• Work as the Point of Contact to provide ad-hoc and regular support to stakeholders
• Deeply interrogate business and operational data to generate strategic, executive level insights on headcount rightsizing, economies of scale and other operations improvement initiatives.

Minimum Qualifications

• 5+ years experience in data, business and/or product analytics or WFM
• Proven experience in business partnering and cross-functional projects, with a focus on hands-on capacity planning in a multi-channel & multi-site tech or media company.
• Deep understanding of operational statistics, business dynamics in a service environment, process development and driving operational results with data.
• Expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods.

Preferred Qualifications

• Knowledge of Business Intelligence tools e.g. Tableau, Power BI.
• Superb written and verbal communication skills, with an ability to craft business messaging appropriately & concisely for different audiences.
• Experience building reporting & visualisation dashboards.
• Excellent problem-solving, task prioritisation, follow-up, and quick learning skills; Ability to work in a fast-paced environment with dedication, passion and motivation
• Ads or content moderation experience is a plus.