Workforce Operations & Readiness Lead

TikTok; Kuala Lumpur; Sur place; MYR 60 000 - 96 000; Plein temps

Résumé du poste

TikTok is seeking candidates for a data/ops-focused role in Kuala Lumpur to safeguard user interactions across Account, Search, and Messaging. The team coordinates safety operations, workforce readiness, and cross-team collaboration to ensure scalable moderation and sustained service levels.

The role emphasizes data analysis, metrics design, and tool proficiency to optimize processes and support new product launches within a fast-paced safety environment.

Qualifications

• Minimum two years of experience in data analysis, business analysis, or product operations.
• Familiarity with metrics system design, attribution analysis, and goal-setting methodologies.
• Strong communication skills across teams and stakeholders.

Responsabilités

• Own end-to-end moderation queue configuration and governance; optimize queue settings.
• Monitor efficiency metrics like AHT and UR; identify trends and suggest improvements.
• Plan staffing for new launches; coordinate with training teams and SLA forecasts.
• Monitor real-time workforce and queue saturation; recommend mitigating actions.
• Develop contingency plans for volume surges and platform changes.
• Collaborate with Product Ops, Vendor Management, QA, and Policy teams on capacity.

Description du poste

TikTok is seeking candidates for a data/ops-focused role in Kuala Lumpur to safeguard user interactions across Account, Search, and Messaging. The team coordinates safety operations, workforce readiness, and cross-team collaboration to ensure scalable moderation and sustained service levels.

The role emphasizes data analysis, metrics design, and tool proficiency to optimize processes and support new product launches within a fast-paced safety environment.