Job Description

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, Dublin, London Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo.
The global Monetization Integrity team ensures TikTok users have a safe experience while viewing advertisements. They work closely with advertisers to create ad policies, manage content review processes, and more. As we continue to add advertising on TikTok, this team is critical in assuring a joyful and creative ads experience for the community.
Workforce Management (WFM) 's primary task is to provide the human capacity solution to support Monetization Integrity development requirements, ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time analysis. This is a regional leadership role, managing a team of EMEA Workforce Management RTAs, Schedulers and Capacity Planners.
Main Responsibilities

• Lead and manage a team of Workforce Management Specialists and Analysts, providing ongoing development and management of the team.
• Administer workforce management; encompassing all the processes that Monetization Integrity Operations sites undertake.
• Ensure teams have prepared for the right number of staff available at the right time.
• Create data models to forecast long/short term business volume, set up multi-dimension capacity models & plans and determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistently achieved SLA goals.
• Design different shifts for the sites and make schedule plan ensuring no violation of local labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation team and adjust shift plan quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism.
• Be responsible for monitoring operational performance for sites 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.
• Set objectives with team members that enable achievement of department and functional goals.
• Drive continuous improvement of WFM processes/tool/system including, streamlining & optimizing forecast & adjustment processes cross departments, supporting system/tool development & improvement, updating relevant databases, assuring data integrity, etc.
• Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as Policy team, Product team, Operation team and etc.
• Experience leading a WFM (workforce management) team.
• Extensive experience in workforce management or capacity planning in a multi-channel & multi-site tech or media company. Ads or content moderation industry experience is a plus.
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
• Proficient skills on EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL and WFM systems is a plus.
• Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
• Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Able to work in a fast-paced, high-pressure environment with dedication, passion and motivation.
• Expertise in project management and coordination.
• Fluent written and spoken English. Additional language is a plus.
• Bachelor's Degree or equivalent education/experience. Advanced degree is preferred.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We believe individuals should not be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.