Workforce Manager (Capacity Planner)

tion 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.

Role & Responsibilities

• Administer workforce management, encompassing all the processes that Monetization Integrity Operations sites undertake; 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 optimise 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.
• Partner with Workforce Capacity Planners, Ops & cross-functional teams to build staffing models optimised for cost and measurable business objectives.
• 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 analysing performance statistics and financial results.
• Drive continuous improvement on WFM processes/tools/systems including streamlining & optimising HC allocation and real-time management.
• Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as the policy team, product & system BP, and regional operations site managers.

Qualifications

Qualifications

• At least 5 years experience in data science, business or product analytics.
• Proven experience in workforce management, 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 workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimising etc.
• Expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods.
• Knowledge of Business Intelligence tools e.g. Tableau, Microstrategy, 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, high-pressure environment with dedication, passion and motivation
• Fluent written and spoken English.
• Data Science Bachelors degree or equivalent 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.