Workforce & Queue Management Team Lead, Trust & Safety

Workforce & Queue Management Team Lead, Trust & Safety
Workforce & Queue Management Team Lead, Trust & Safety
4 days ago Be among the first 25 applicants
Responsibilities
About the Team:
The OPS-Search & Interaction Safety team is dedicated to ensuring a safe, reliable, and efficient experience for TikTok users by managing operational excellence in the workforce and queue management. Our mission is to optimize resource allocation, scheduling, and operational workflows across multiple lines of business to support Trust & Safety initiatives, while maintaining compliance and fostering strong collaboration with internal and external partners.
Responsibilities:
Workforce Management:

• Lead and manage a global Workforce & Queue Management team, fostering a high-performance culture and supporting team development.
• Develop and execute workforce strategies including capacity forecasting, scheduling, and resource allocation for both in-house and BPO operations.
• Monitor real-time staffing and queue metrics, providing timely feedback and recommendations to operations planning teams for workforce reallocation.
• Build and maintain forecasting models that balance cost, capacity, and user/employee experience across multiple lines of business.
• Drive BPO budget planning, cost optimization initiatives, and financial governance to ensure efficient workforce utilization and compliance.
• Manage change initiatives to facilitate adoption of Workforce Management systems and tools across regions.
• Collaborate closely with Platform teams to optimize existing tools and design new solutions that enhance workforce allocation and operational efficiency.

Queue Management:

• Oversee queue management for Search and Interaction business across in-house and BPO operations, monitoring key metrics such as latency, productivity, and incoming volume.
• Analyze and improve support platform capabilities, workflows, and scheduling constraints to optimize service channels.
• Develop and enhance reporting tools, databases, and spreadsheets to improve data accuracy and operational insights.
• Manage daily, weekly, and monthly operational plans and objectives to ensure service level agreements (SLAs) are met.

Qualifications
Minimum Qualifications:

• Bachelor’s degree in a quantitative or related field (e.g., Finance, Mathematics, Data Analytics, Economics, Supply Chain Management).
• 5+ years of experience in global workforce management, preferably within BPO, multi-site, or tech company environments.
• Proven leadership experience managing diverse teams, including setting objectives and conducting performance reviews.
• Advanced proficiency in Microsoft Excel and strong analytical skills with the ability to translate data into actionable insights.
• Deep understanding of workforce management processes including forecasting, scheduling, performance monitoring, and system optimization.
• Solid project and program management skills, with experience managing budgets and workforce plans involving multiple stakeholders.
• Excellent English communication skills, both written and spoken, with strong stakeholder management and collaboration abilities.

Preferred Qualifications:

• Experience with data analytics tools such as SQL, Power BI, or Tableau.
• Background in vendor or partnership management.
• Experience in BPO or call center operations is a plus.
• Familiarity with programming or system configuration is advantageous.
• Resilience and commitment to self-care, given the emotionally demanding nature of Trust & Safety work.

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.
Trust & Safety
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.
Seniority level
Seniority level Mid-Senior level
Employment type
Employment type Full-time
Job function
Job function Project Management and Information Technology
Industries Technology, Information and Internet
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