Workforce & Workflow Management Specialist

TikTok; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

TikTok's Workforce & Workflow Management Specialist will join our Singapore-based Operations team. You will execute scheduling, staffing assessment, real-time monitoring, and volume routing to optimize moderation workflows and protect SLA across markets/sites.

You’ll design flows, monitor performance, escalate issues, and support cross-functional rollouts with R&D and algorithm teams. Ideal candidates have 2+ years in workflow/routing or operations analytics, strong Excel skills, and

Qualifications

• Bachelor’s degree or above.
• 2+ years of experience in workflow/routing, real time monitoring, scheduling, operations planning, or operations analytics roles.
• 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.

Responsibilities

• 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.
• Identify process gaps from execution data and feedback; propose actionable fixes.
• Design and maintain queue/routing setups and workflows aligned to performance goals.
• Monitor on-the-day performance (SLA, backlog, volume spikes, productivity shifts) and apply playbooks and escalations.
• Collect tooling/platform requirements, support UAT/testing, and track rollouts to adoption.
• Translate strategy changes into executable workflow actions for local markets.
• Support project delivery and post-change performance review.

Skills

Workflow management

Scheduling

Real-time monitoring

Operations analytics

Excel

Communication

Education

Bachelor’s degree or above

Tools

UAT

Workflow platforms

Job description

Workforce & Workflow Management Specialist

Location:

Employment Type:

Regular

Job Code:

A114172

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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.

• 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.

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.

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