About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

About the Role
As the Workforce Management Lead within the Customer Support Trust & Safety team, you will play a key role in driving operational excellence by designing and executing global workforce strategies that balance business needs, compliance, and partner collaboration across multiple lines of business. While leading a team of Workforce & Queue Management Analysts to optimize resource allocation, scheduling, and BPO operations in fast-paced environments while ensuring adherence to international labor regulations.

Responsibilities
- Prioritize Customer Support resource allocation based on the capacity forecast in order to deliver BPO and in-house recruitment plans on a regular basis. Optimize and streamline BPO budget & resource allocation processes.
- Lead and manage a Workforce & Queue management team globally, supporting their development and championing a high-performance culture.
- Design & implement scheduling strategies across global time zones, ensuring compliance with regional labor laws and business needs.
- Build forecasting models balancing cost, capacity, and user/employee experience for multiple LOBs.
- 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.
- Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and financial compliance.
- 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 Customer Service platform team, providing support for optimizing existing tools and designing new tools for workforce allocation, continuously looking for areas to improve efficiency and achieve operational excellence.
- Manage change initiatives to facilitate WFM system adoption across regions.