Workforce Management Specialist
4 months ago
About the team
The Partnership Management team at Trust and Safety is responsible for the strategy, governance, and operations performance of the extended workforce across the region. The team makes it agile and efficient for the T&S team to engage with our suppliers, providing on-boarding, training, standards, and guidelines to keep our community safe. Responsibilities- Prioritize Business Process Outsourcing (BPO) resource allocation based on the capacity forecast in order to deliver BPO recruitment plans on a regular basis. Optimize and streamline BPO budget & resource allocation processes.- Engage and work closely with partner operations managers to collect insights, staffing bandwidth, and support budget planning.- Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed.- Continuously assess the staffing status and distribution, prepare long-term partnership portfolio strategies that align with our resourcing, cost, and compliance expectations, and ensure its execution.- Initiate, monitor, and implement projects to optimize our workforce cost structure to achieve efficiency and maximize our partner's resource utilization.- Work closely with the platform team, providing support for optimizing existing tools and designing new tools for BPO workforce allocation.Minimum Qualifications- Bachelor's Degree, majoring in qualitative related fields (. Finance, Mathematics, Data Visualization, Economics, Supply Chain Management).- Proven experience in workforce planning or workflow management.- Strong/advanced proficiency of MS Excel with the ability to put analytical results in a concise document to provide insights or solutions.- Strong strategic thinking with the ability to provide critical and creative solutions for budget/workforce management.- Strong ability to manage multiple tasks concurrently and navigating ambiguity. - Solid project/program management expertise with proven experience to execute a budget/ workforce plan with both internal and external stakeholders in a timely manner; able to identify risks and provide contingency plans.- Excellent communication skills in English (both written and spoken); Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders, utilize resources from all parties for positive output. Preferred Qualifications- Usage of any other data analytics tool (SQL, Power BI, Tableau, etc)- Experience in vendor/partnership management would be preferred.- Experience in BPO/call-center experience would be a plus. 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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