Workflow Optimization & Operations Analyst

TikTok; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

TikTok is seeking a Workforce & Workflow Management Specialist in Kuala Lumpur to optimize moderation operations, manage staffing and real-time monitoring, and drive cross-functional workflow improvements. The role focuses on protecting SLAs, improving efficiency, and supporting tool rollouts within a global safety framework.

The ideal candidate has 2+ years in workflow roles, strong Excel skills, and excellent English communication.

Qualifications

• Bachelor’s degree or above.
• 2+ years in workflow/routing, real time monitoring, scheduling, operations planning, or analytics.
• Good logical thinking; able to manage competing priorities and meet deadlines.
• Advanced Excel; turn analysis into actionable operations.
• Excellent English communication (written and verbal).
• Experience supporting tools/platform rollouts, UAT, or workflow systems.

Responsibilities

• Execute scheduling/staffing assessment, real-time monitoring, and volume routing for assigned markets/sites.
• Drive day-to-day workflow optimization and support cross-functional rollouts to protect SLA and improve efficiency.
• Identify process gaps from execution data and feedback; propose actionable fixes.
• Design and maintain queue/routing setups and operational workflows.
• Monitor on-the-day performance (SLA/backlog, volume spikes, productivity shifts) and execute playbooks and escalations.
• Collect tooling/platform requirements, support UAT/testing, and track rollouts to adoption.
• Translate strategy changes into executable workflow actions for local market safety operations.
• Support project delivery and landing, including documentation, tracking, and post-change reviews.
• Collaborate with operations, algorithm, and R&D teams to resolve implementation issues.

Skills

Workflow management

Scheduling

Real-time monitoring

Operations analytics

Excel proficiency

English communication

Cross-team coordination

Education

Bachelor's degree

Tools

UAT

Workflow systems

Job description

TikTok is seeking a Workforce & Workflow Management Specialist in Kuala Lumpur to optimize moderation operations, manage staffing and real-time monitoring, and drive cross-functional workflow improvements. The role focuses on protecting SLAs, improving efficiency, and supporting tool rollouts within a global safety framework.

The ideal candidate has 2+ years in workflow roles, strong Excel skills, and excellent English communication.