Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

About the Role
As the Workforce Management Lead within the Customer Support Trust & Safety team, you will play a key role in driving operational excellence by designing and executing global workforce strategies that balance business needs, compliance, and partner collaboration across multiple lines of business. While leading a team of Workforce & Queue Management Analysts to optimize resource allocation, scheduling, and BPO operations in fast-paced environments while ensuring adherence to international labor regulations.

Responsibilities
- Prioritize Customer Support resource allocation based on the capacity forecast in order to deliver BPO and in-house recruitment plans on a regular basis. Optimize and streamline BPO budget & resource allocation processes.
- Lead and manage a Workforce & Queue management team globally, supporting their development and championing a high-performance culture.
- Design & implement scheduling strategies across global time zones, ensuring compliance with regional labor laws and business needs.
- Build forecasting models balancing cost, capacity, and user/employee experience for multiple LOBs.
- Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed.
- Continuously assess the staffing status and distribution, prepare long-term partnership portfolio strategies that align with our resourcing, cost, and compliance expectations, and ensure its execution.
- Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and financial compliance.
- Initiate, monitor, and implement projects to optimize our workforce cost structure to achieve efficiency and maximize our partner's resource utilization.
- Work closely with the Customer Service platform team, providing support for optimizing existing tools and designing new tools for workforce allocation, continuously looking for areas to improve efficiency and achieve operational excellence.
- Manage change initiatives to facilitate WFM system adoption across regions.

Qualifications
Minimum Qualifications
- Bachelor's degree in a quantitative field (e.g., Finance, Mathematics, Data Visualization, Economics, Supply Chain Management) with 5+ years experience in global workforce management (BPO/multi-site environment preferred).
- Experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
- Advanced proficiency in MS Excel, capable of translating analytical results into clear insights or solutions.
- Proven experience in workforce management, with a focus on hands-on capacity planning in a multi-channel & multi-site tech company
- Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimising etc.
- Solid project/program management expertise with proven experience to execute a budget/ workforce plan with both internal and external stakeholders in a timely manner; able to identify risks and provide contingency plans.
- Excellent communication skills in English (both written and spoken); Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders, utilize resources from all parties for positive output.

Preferred Qualifications
- Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau).
- Experience in vendor/partnership management would be preferred.
- Background in BPO or call center operations would be a plus.
- Resilience and a commitment to self-care, given the emotional demands of the Trust & Safety domain.

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.?

Workforce Management Lead, Customer Support - Trust & Safety

Specialist, Workforce Management (Bilingual Mandarin and English Support)

Senior Associate - Workforce Management

T&T Consultant/Senior Consultant - Organization Workforce Transformation (Change Management) - MY