Data-Driven WFM Strategist - Monetization Ops

TikTok Pte. Ltd.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

TikTok Pte. Ltd. in Singapore seeks a Workforce Management Specialist to plan and optimize staffing for MI Operations across in-house and vendor sites. You will partner with teams to determine Auto-Moderation levels and leverage data to improve performance and staffing models.

Responsibilities include forecasting, headcount optimization, and monitoring performance to ensure productivity and service standards. A data-driven mindset and strong Excel/SQL skills are essential.

Qualifications

• 5+ years experience in data, business and/or product analytics or WFM.
• Proven experience in business partnering and cross-functional projects, with a focus on hands-on capacity planning in a multi-channel & multi-site tech or media company.
• Ads or content moderation experience is a plus.
• Deep understanding of operational statistics, business dynamics in a service environment, process development and driving operational results with data.
• Expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods.

Responsibilities

• Act as key workforce business partner to stakeholders, encompassing planning for all workforce requirements of MI Operations, whether in-house or vendor sites; ensuring we have the right number of staff available at the right time.
• Partner with internal teams to agree required levels of Auto-Moderation to optimize human-review performance for business needs.
• Continually identify forecasting performance gaps and implement improvements.
• Own and develop OKR's that raise the bar in performance.
• Coordinate with operations teams on HC requirement and cross utilisation opportunities, in the case of unexpected rises in moderation volumes or absenteeism.
• Be responsible for monitoring operational performance 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.
• Drive continuous improvement on WFM processes/tools/systems including streamlining & optimizing HC allocation and real-time management.
• Work as the Point of Contact to provide ad-hoc and regular support to stakeholders
• Deeply interrogate business and operational data to generate strategic, executive level insights on headcount rightsizing, economies of scale and other operations improvement initiatives.

Skills

Data analytics

Business partnering

Capacity planning

Forecasting

Cross-functional projects

Tools

Excel

SQL

Tableau

Power BI

Job description

TikTok Pte. Ltd. in Singapore seeks a Workforce Management Specialist to plan and optimize staffing for MI Operations across in-house and vendor sites. You will partner with teams to determine Auto-Moderation levels and leverage data to improve performance and staffing models.

Responsibilities include forecasting, headcount optimization, and monitoring performance to ensure productivity and service standards. A data-driven mindset and strong Excel/SQL skills are essential.