Workforce Specialist (Forecasting and Scheduling) - Trust and Safety

Responsibilities
About The Team
Workforce Specialist will play a critical role in optimizing workforce management strategies for the APAC region. This individual will be responsible for accurately forecasting workload demands, optimising schedules, and ensuring adequate staffing levels to meet operational goals. The role requires strong analytical skills, regional market insights, and the ability to adjust plans based on changing business needs and trends.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

Requirements:

• Analyze historical data, business trends, and market patterns to create accurate short-term workload forecasts for the APAC region, both InHouse & BPO
• Ensure teams have prepared for the right number of moderators available at the right time.
• Create data models to forecast short term business volume to optimize and balance cost and wellness of our Moderators, thus contributing to consistent achievement of SLA goals.
• Design different shifts for the sites and make schedule plans ensuring no violation of labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation teams and adjust shift plans 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.
• Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns,and ensuring publishing schedules on time by operation
• Provide governance reports and insights to management on forecast accuracy, staffing performance, and operational bottlenecks.
• Drive continuous improvement of WFM processes/tool/system including streamlining & optimizing forecast, adjustment processes across departments, supporting system/tool development and 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 Moderator team, Product team, Operation team in terms of support planning.
• Contribute to regional level workforce management strategies and initiatives to improve performance and efficiency in content moderation business

Qualifications

Minimum Qualifications:

• High attention to detail and accuracy
• Strong analytical skills and proficiency with workforce management tools such as Nice Aspect , Verint i360 , or similar platforms.
• Excellent problem-solving, task prioritization, follow-up, and quick learning skills.
• Great communication and interpersonal skills to interact with cross-functional teams and regional stakeholders.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Strong understanding of the cultural and economic nuances of the APAC region.

Preferred Requirement

• Bachelor’s degree in Business, Statistics, Operations Management, or a related field.
• 3+ years of experience in workforce management, forecasting, scheduling, or a similar role, ideally within the APAC region.
• Familiarity with workforce management systems and tools
• Certifications in workforce management or related areas.

Job Information
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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 are passionate about this and hope you are too.