Job Description

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.