Deskripsi Pekerjaan
Are you passionate about operational excellence and data-driven decision-making? TikTok is looking for a dynamic Workforce Management (WFM) Specialist to join our Monetisation Integrity Operations team in Kuala Lumpur. In this pivotal role, you will be the backbone of our operational efficiency, ensuring that our resources are strategically aligned to maintain the highest standards of safety and monetisation integrity.
You will collaborate with global cross-functional teams to forecast volume, manage real-time scheduling, and optimize workforce capacity. The ideal candidate is an analytical thinker who thrives in a fast-paced, high-growth environment, capable of translating complex data into actionable operational strategies that support TikTok's global user base.
Tanggung Jawab
- Develop and maintain accurate forecasting models to predict operational volume and staffing requirements.
- Monitor real-time performance metrics and implement proactive adjustments to ensure service levels are met.
- Analyze historical data to identify trends, productivity bottlenecks, and areas for process improvement.
- Partner with Operations Managers to align staffing strategies with business goals and peak traffic periods.
- Design and generate comprehensive daily, weekly, and monthly performance reports for senior leadership.
- Manage capacity planning, including scheduling, leave management, and shift adjustments for a diverse team.
- Drive continuous improvement initiatives to enhance operational efficiency and resource utilization.
Kualifikasi
- Bachelor’s degree in Business, Finance, Mathematics, Data Science, or a related field.
- Minimum 3+ years of experience in Workforce Management (WFM) or operational analysis within a large-scale support environment.
- Proficiency in WFM software (e.g., Genesys, Verint, or equivalent) and advanced Excel/Google Sheets skills.
- Strong analytical mindset with the ability to interpret large datasets and provide actionable insights.
- Excellent communication skills with the ability to present data-driven recommendations to stakeholders.
- Ability to thrive in a fast-paced, dynamic, and multicultural environment.
- Experience working in Trust & Safety or Monetisation Integrity domains is a significant advantage.