Workforce Management Specialist (Monetisation Integrity Ops)

岗位职责 / Responsibilities

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.

任职要求 / Requirements

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. Ads or content moderation experience is a plus.

- 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