Job description
Join TikTok as a Workforce Management Specialist within the Monetisation Integrity Operations MI WFM team. This role is essential to ensuring our operations are efficiently staffed and strategically aligned with TikTok's growth objectives in Monetisation Integrity.
As a WFM Specialist you will design and maintain the labor plan that translates forecasted demand into actionable staffing, balancing service levels with cost efficiency across shifts and regions. You will partner with MI Ops leaders, global operations, and site leadership to turn data into schedules, capacity forecasts, and resource allocation that support fast, accurate decision making.
Your day to day includes forecasting collaboration, intraday management, dashboarding, and driving continuous improvement. You will build dashboards and reports that highlight key workforce metrics such as service level, occupancy, adherence, and utilization, while identifying bottlenecks and opportunities for optimization. The role emphasizes analytical thinking, process improvement, and strong cross functional communication so that policy launches and product updates are staffed effectively and on time.
TikTok offers a dynamic, inclusive culture with opportunities to learn and grow. If you enjoy turning data into action and helping a global team operate at peak efficiency, you will thrive in this role.
This position also provides exposure to advanced forecasting methods and potential automation projects that improve both accuracy and agent experience. You will work in a fast paced environment with cross time-zone collaboration across Asia Pacific.
Responsibility
- Develop and maintain accurate workforce plans for Monetisation Integrity Ops, aligning staffing with forecasted volume and service level targets.
- Create and own intraday scheduling and capacity management processes including shift design, coverage, and real time adjustments.
- Build and maintain dashboards and reports to monitor key metrics such as SLA attainment, occupancy, adherence, and utilization.
- Collaborate with forecasting, analytics, and automation teams to model volume trends and perform scenario analyses for capacity planning.
- Partner with cross functional teams during launches and policy changes to ensure staffing readiness and smooth ramp processes.
- Lead continuous improvement initiatives to streamline WFM processes and improve cost per contact while maintaining quality and team wellbeing.
- Monitor intraday performance and ensure adherence to governance, policies, and regulatory requirements.
- Provide mentorship and training for junior analysts and support the adoption of new WFM tools and practices.
Qualification
- Bachelor degree in operations research or related field or equivalent professional experience.
- 3+ years of workforce management or operations planning experience in fast paced environment.
- Strong analytical skills with forecasting and capacity planning experience.
- Proficiency in data tools such as Excel, SQL, Tableau or Power BI.
- Experience with real time dashboards and intraday management.
- Excellent communication and stakeholder management abilities with cross functional collaboration.
- Knowledge of contact center metrics and WFM software such as NICE, Verint, or equivalent.
- Ability to adapt to change and work effectively with global teams across time zones.