Workforce & Workflow Management Specialist

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

Workforce & Workflow Management Specialist

Responsibilities
About the teamOur Operations team moderate millions of videos globally every day, ensuring we are bringing only safe content to our users. Workflow Management builds and optimises moderation business processes, monitoring performance and continuously looks for areas to improve efficiency and maintain high standards of safety.About the roleExecute scheduling/staffing assessment, real-time monitoring, and volume routing setup/management for assigned markets/sites. Drive day-to-day workflow optimization and support cross-functional rollouts to protect SLA and improve efficiency.

1. Support workflow optimization by identifying process gaps from execution data and operational feedback; propose actionable fixes.
2. Help design and maintain queue/routing setups and operational workflows aligned to performance and efficiency goals.
3. Monitor on-the-day performance (SLA/backlog, volume spikes, AHT/productivity shifts) and execute agreed playbooks and escalations.
4. Collect tooling/platform requirements, support UAT/testing, and track rollouts to adoption.
5. Support local market safety strategy operations by translating strategy changes into executable workflow actions where applicable.
6. Support project delivery and landing, including documentation, tracking, and post-change performance review.
7. Work with operations, algorithm, and R&D teams to iterate strategy requirements and resolve implementation issues.

Qualifications
Minimum Qualifications

1. Bachelor’s degree or above; 2+ years of experience in workflow/routing, real time monitoring, scheduling, operations planning, or operations analytics roles.
2. Good logical thinking; able to manage competing priorities and consistently meet deadlines.
3. Good coordination and communication skills; comfortable working across multiple teams.
4. Advanced Excel proficiency with the ability to turn analysis into clear operational actions.
5. Excellent communication skills in English (written and verbal).
6. Experience supporting tools/platform rollouts, UAT, or workflow systems.

1. Experience in a BPO / social media / call center environment.
2. Safety and moderation related work experiences are preferred.

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

What can I earn as a Management Specialist