Workforce Management Specialist (Wfm) - Trust And Safety - Austin

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
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.
Our Trust & Safety team's 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.
What would I be doing?

• You are the main contact for shift swaps, providing possible replacement suggestions or optimizing the internal systems for employees to arrange their own swaps.
• You calculate and convert staffing requirements into optimized shifts to suit each business operation language team
• You ensure that employees schedules (scheduling rules, contracts, shift patterns, flexible working hours) remain in line with business needs
• You monitor any over and under capacity – by comparing in real-time coverage of requirements with the number of scheduled employees
• You will manage content queues of the site in real-time, and manage metrics including (but not restricted to) latency, productivity, incoming volume, etc.

Qualifications
What should I bring with me?

• You have previous experience in an Operations role within a BPO / Social Media / Call center environment - experience with Content Moderation / Safety would be an advantage
• You are fluent in English.
• You are a good communicator (verbal and written) with good attention to detail and problem-solving skills - comfortable using data to analyse performance and using insight to drive performance
• You are extremely proficient in Microsoft Office applications such as Excel, Outlook, Word, and Powerpoint, or other applications required for data entry or report/schedules production

Trust & Safety is committed to the well-being of all our employees. Our promise is 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.