At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
This may occur in the form of 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.

About the team
The Workforce Management team is responsible for planning, forecasting, scheduling and real time resource management of the in-house moderation teams. The WFM team helps establish effective relationships with internal and external partners, builds and optimises moderation business processes, monitors performance, and continuously looks for areas to improve efficiency and maintain high standards of safety.

Responsibilities

Workforce Planning & Management:
Manage a team of Workforce Analysts based in various EMEA In House locations
Lead In House workforce management operations for the EMEA region, ensuring optimal staffing levels to meet operational demands for all In House sites
Forecast workforce needs based on historical data, seasonal trends, and business growth, to ensure resource alignment.
Monitor and analyze real-time data to manage intraday staffing requirements and schedule adjustments.
Collaborate with HR and recruitment teams to align hiring plans with forecasted needs
Manage multiple priorities and work under pressure in a fast-paced environment

Performance Monitoring:
Ensure operational performance meets SLAs, KPIs, and other business metrics
Analyze workforce-related data to identify trends, performance gaps, and opportunities for improvement in efficiency and service quality
Provide insights and recommendations for continuous improvement to the Leadership Team
Collaboration & Stakeholder Management:
Collaborate with other regions workforce management teams to align regional strategies with TikTok's broader business objectives
Work closely with the operations teams to ensure that regional workforce plans support their goals and needs
Serve as the point of contact for EMEA workforce-related queries and issues, providing timely and effective solutions

Technology & Tools:
Oversee the implementation and optimization of workforce management tools and software to ensure accurate tracking, forecasting, and reporting
Identify and implement process improvements through the adoption of innovative technologies and best practices
Leading continuous improvements on WFM processes/tool/system identifying areas of opportunity to increase operational efficiency

Reporting & Communication:
Prepare detailed reports and dashboards on workforce performance, staffing efficiency, and SLAs to the Leadership team
Attend Regional and Global Business review and present the In house sites performance for scheduling accuracy, etc.rojects assigned by TL, such as urgent business requests and reporting from product teams.

Qualifications

Minimum Qualifications
5 years of experience in workforce management, preferably in a fast-paced, high-growth environment (experience within EMEA markets / BPO is a plus).
Demonstrated experience in forecasting, scheduling, and managing workforce operations across multiple locations and time zones with strong analytical skills with the ability to interpret data, identify trends, and make informed decisions.
Proficiency in workforce management software and tools (e.g., NICE, Verint, Genesys).
Excellent communication and collaboration skills, with the ability to influence and manage stakeholders at all levels.
Strong problem-solving abilities, strong critical thinking skills with a proactive approach to addressing challenges and implementing solutions.
Advanced skills using Microsoft Office, G suite, DataPower or other visualization tools.

Preferred Qualifications
Flexible with work schedule, including weekends and holidays (if required)
Flexibility to move between projects etc may be required, based on business needs
Bachelor's Degree or equivalent education/experience is preferred

Trust & Safety recognises that keeping our platform safe for 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.

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.