Workforce & Workflow Management Specialist

TikTok Pte. Ltd.; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

TikTok Pte. Ltd. in Singapore is seeking a detail-oriented Workflow Coordinator to join the Operations team.

You will execute scheduling, staffing assessments, real-time monitoring, and volume routing for assigned markets, while driving day-to-day workflow optimization and cross-functional rollouts to protect SLAs and improve efficiency. You will identify process gaps from execution data, design and maintain queue setups, monitor SLA/backlog, support UAT and tooling rollouts, and collaborate

Qualifications

• Bachelor’s degree or above with 2+ years in workflow/routing, real-time monitoring, or operations analytics.
• Strong logical thinking and the ability to work to deadlines.
• Excellent coordination and communication skills across multiple teams.
• Experience supporting tool/ workflow rollouts and UAT testing.

Responsibilities

• Support workflow optimization by identifying process gaps from data and feedback.
• Design and maintain queue/routing setups aligned to performance goals.
• Monitor day-to-day performance (SLA, backlog, volume spikes) and act on playbooks.
• Collect tooling requirements, support UAT/testing, and track rollouts to adoption.
• Translate strategy changes into executable workflow actions for local markets.
• Collaborate with operations, algorithm, and R&D to refine requirements.
• Support project delivery and post-change performance review.

Skills

Workflow management

Routing

Real-time monitoring

Scheduling

Operations planning

Communication

Cross-functional collaboration

Education

Bachelor’s degree or above

Tools

Excel

Job description

Responsibilities

About the team Our 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 role Execute 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. Responsibilities

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

Qualifications

Minimum Qualifications

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

Preferred Qualifications

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