Workforce & Queue Management Team Lead, Trust & Safety

5 days ago


Singapore TikTok Full time

**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. Job Information 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 communit



  • Singapore TikTok Full time

    Overview Workforce & Queue Management Team Lead, Trust & Safety 1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Responsibilities Workforce Management: Lead and manage a global Workforce & Queue Management team, fostering a high-performance culture and supporting team development. Develop and execute...


  • Singapore Pfizer Full time

    Senior Automation Engineer - AMPS page is loaded## Senior Automation Engineer - AMPSlocations: Singapore - Tuastime type: Voltijdsposted on: Vandaag geplaatstjob requisition id: ## Pfizer Singapore is recruiting permanent employees for manufacturing site expansion of PFIZER ASIA MANUFACTURING PTE LTD (PAMPL) in Singapore.# # **Why Patients Need You**Whether...


  • Singapore Pfizer, S.A. de C.V Full time

    We’re in relentless pursuit of breakthroughs that change patients’ lives. We innovate every day to make the world a healthier place. To fully realize Pfizer’s purpose – Breakthroughs that change patients’ lives – we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about...


  • Singapore Google Full time

    Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa. **Minimum qualifications**: - Bachelor's degree or equivalent practical experience. - 7 years of experience in a customer-facing analytical role in cyber-security, Trust and Safety, Policy, business strategy, or related...

  • Program Lead, Trust

    6 days ago


    Singapore AAQUA PTE. LTD. Full time

    **Are you ready for a life and career defining personal & professional challenge? **‘Empowering people to live their passions’** Aaqua is a refreshingly new Social experience built around passions. We bring like-minded people, fans, icons, creators and brands together in communities - blending epic online and offline events - centred around M.A.G.I.C...

  • Service Crew

    6 days ago


    Singapore Birds of Paradise Full time

    The **Part-Time Service Crew (Queue Management)** role is a customer-facing and team-supporting role at Birds of Paradise. **Responsibilities**: - Organize customer queue and control the crowd - Be familiar with product offerings - Assist customers when approached - Set up and keep queue poles - Stamp logo on gelato cups - Assist with general...


  • Singapore PROSKILL WORKFORCE PTE. LTD. Full time

    **Responsibilities**: - Work as owner’s engineer to lead the electrical team for project implementation at site. - Proactive attitude and solution orientated personality with leadership mentality and for the contract execution. - EICA discipline, assisting project director for the contract execution. - Strong capability and experience on 66kV, 10.5kV,...


  • Singapore TIKTOK PTE. LTD. Full time

    **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. **Why Join Us** At TikTok, our people are humble, intelligent, compassionate and creative. We...


  • Singapore Google Full time

    YouTube, a subsidiary of Google, is a popular online video-sharing platform that allows users to upload, view, and share videos. It was founded in 2005 by three former PayPal employees and was acquired by Google in 2006. YouTube has become one of the most popular websites in the world, with over 2 billion active users. The company’s mission is to “give...


  • Singapore TikTok Full time

    Responsibilities About TikTok TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa. 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...