Workforce Management Specialist (Monetisation Integrity Ops)

TikTok; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TikTok is hiring a Workforce Management Specialist (Monetisation Integrity Ops) in Singapore. You will partner with stakeholders to plan staffing for MI Operations, balance internal and vendor capacity, and optimize forecasting models for performance.

You will analyze data, drive improvements, and own OKRs while coordinating with multi-site teams to meet volumes and service standards in a fast-paced tech environment.

Qualifications

• 5+ years experience in data, business and/or product analytics or WFM.
• Proven experience in business partnering and cross-functional projects with capacity planning.
• Deep understanding of operational statistics and forecasting with data.
• Expert in Excel; advanced SQL; knowledge of forecasting models.

Responsibilities

• Act as key workforce business partner to stakeholders, ensuring correct staffing for MI Operations.
• Partner with internal teams to agree required levels of Auto-Moderation for performance.
• Identify forecasting gaps and implement improvements; own OKRs.
• Coordinate HC requirements and cross-utilisation for volume changes or absenteeism.
• Monitor operational performance, evaluate schedules to meet volumes and standards.
• Drive continuous improvement on WFM processes/tools/systems and real-time management.
• Provide ad-hoc and regular support to stakeholders as the point of contact.
• Interrogate data to generate executive insights on headcount rightsizing and efficiency.

Skills

WFM analytics

Capacity planning

Cross-functional partnership

Excel

SQL

Tools

Tableau

Power BI

Job description

Workforce Management Specialist (Monetisation Integrity Ops)

Employment Type: Regular

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.
• Continuously 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.

Qualifications

Minimum 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.

Preferred Qualifications

• Knowledge of Business Intelligence tools e.g. Tableau, Power BI.
• Superb written and verbal communication skills, with an ability to craft business messaging appropriately & concisely for different audiences.
• Experience building reporting & visualisation dashboards.
• Excellent problem-solving, task prioritisation, follow-up, and quick learning skills; Ability to work in a fast-paced environment with dedication, passion and motivation.

Job Information

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.