Workforce & Workflow Strategy Lead

TikTok Inc.; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

TikTok is seeking a data-driven Operations Analyst to support the Account, Search & Interaction Safety team in Kuala Lumpur. You will help plan, resource, and optimize safety operations, align staffing with product launches, and monitor queues and SLAs to ensure reliable moderation across surfaces.

You will collaborate with Product Ops, Vendor Management, QA, and Policy teams to forecast volumes, prepare contingencies, and drive efficiency through metrics such as AHT and utilization.

Qualifications

• Bachelor's degree or above in Mathematics, Statistics, Computer Science, Engineering, or a related field.
• At least 2 years of experience in data analysis, business analysis, or product operations.
• Familiarity with metrics system design, attribution analysis, and goal-setting methodologies.
• Proficient in data visualization tools (e.g., Tableau, Power BI), SQL, Excel, and statistical analysis tools.

Responsibilities

• Moderation Queue & Management: Own configuration of moderation queues and governance; seek tooling optimization for efficiency.
• Efficiency Metrics Optimization: Monitor AHT and UR; surface trends and recommend improvements.
• Project Readiness & Staffing for New Launches: Ensure timely workforce readiness for new launches; plan ramp-up timelines.
• Real-time Workforce Monitoring & Saturation Alerts: Monitor staffing levels and queue capacity; provide warnings and mitigation strategies.
• Scenario Planning & Contingency Management: Conduct scenario planning for surges; develop contingency plans to maintain SLAs.
• Stakeholder Collaboration & Communication: Align capacity plans with Product Ops, Vendor Management, QA, and Policy teams.

Skills

Data analysis

Business analysis

Product operations

SQL

Tableau

Power BI

Excel

Statistical tools

Education

Bachelors in STEM

Tools

Tableau

Power BI

SQL

Excel

Job description

TikTok is seeking a data-driven Operations Analyst to support the Account, Search & Interaction Safety team in Kuala Lumpur. You will help plan, resource, and optimize safety operations, align staffing with product launches, and monitor queues and SLAs to ensure reliable moderation across surfaces.

You will collaborate with Product Ops, Vendor Management, QA, and Policy teams to forecast volumes, prepare contingencies, and drive efficiency through metrics such as AHT and utilization.