Workforce Management Lead EMEA

2 months ago

Dublin, Ireland TikTok Full time

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 locationsLead In House workforce management operations for the EMEA region, ensuring optimal staffing levels to meet operational demands for all In House sitesForecast 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 needsManage multiple priorities and work under pressure in a fast-paced environment Performance Monitoring:Ensure operational performance meets SLAs, KPIs, and other business metricsAnalyze workforce-related data to identify trends, performance gaps, and opportunities for improvement in efficiency and service qualityProvide insights and recommendations for continuous improvement to the Leadership TeamCollaboration & Stakeholder Management:Collaborate with other regions workforce management teams to align regional strategies with TikTok’s broader business objectivesWork closely with the operations teams to ensure that regional workforce plans support their goals and needsServe 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 reportingIdentify and implement process improvements through the adoption of innovative technologies and best practicesLeading 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 teamAttend Regional and Global Business review and present the In house sites performance for scheduling accuracy, s assigned by TL, such as urgent business requests and reporting from product teams.

Minimum Qualifications5 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 (., 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 QualificationsFlexible with work schedule, including weekends and holidays (if required)Flexibility to move between projects etc may be required, based on business needsBachelor’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 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.

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