مطلوب محلل إدارة القوى العاملة لدى تيك توك في الدار البيضاء ، المغرب

About the job

Responsibilities

About TikTok
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.

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire – for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
The Workforce Management team is responsible for planning, forecasting, scheduling and real time resource management of the in-house R2 Casablanca 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.

إقرأ أيضا:مطلوب مدير الموارد البشرية لمجموعة شلهوب بجدة

What will I be doing?
– Be responsible for the creation of Casablanca moderation teams’ schedules on a regular basis; maximise schedule efficiency and provide a variety of creative schedule options.
– Recommend optimal shifts to meet SLA requirements.
– Be responsible for processing and approving vacation requests based on staffing needs.
– Maintain daily schedule adjustments ensuring timely and accurate updates.
– Manage intraday staffing levels across multiple teams/queues.
– Monitor realtime adherence to schedule and call out potential risks, staff shortages and unplanned events to the management and WFM team.
– Be projecting different scenarios for expected volume with consideration of utilisation, efficiency, and productivity
– Working closely with Team Leads and Capacity Planning to gain in-depth knowledge of incoming workflow and forecasts to plan appropriately to achieve operational service goals.
– Serve as the subject matter expert on workforce management policies and workforce optimisation issues.
– Develop and present analytical reporting, using available data, understanding the needs of stakeholders at differing levels of authority (from moderator to senior leadership).
– Be leading continuous improvements on WFM processes/tool/system identifying areas of opportunity to increase operational efficiency.

Qualifications

إقرأ أيضا:وظائف في شركة للبيع التجزئة في الرياض

What should I bring with me?
– Bachelor’s Degree or equivalent education/experience is preferred.
– 2+ years of experience in workforce or operations within contact centre, support centre or workforce driven productions.
– Advanced skills using Microsoft Office, G suite.
– Experience working with workforce tools (Aspect, Verint, Nice, Teleopti) is advantageous.
– Strong critical thinking skills and ask relevant questions to improve processes and build efficiencies.
– You can solve complex problems in creative, sustainable ways.
– You excel at operating in a fast paced, evolving, and diverse environment.
– You can focus on the here and now while keeping an eye on the future to prioritise work.
– You are proactive and self-motivated with the capability to work autonomously and make independent decisions to meet deliverables with minimal oversight.
– You are passionate about continuous improvement with a strong desire to continue learning.
– Flexible with work schedule, including weekends and holidays (if required).
– Possess great interpersonal & communication skills with a passion for working in a team environment.
– Outstanding natural communicator, exceptional verbal, written and communication skills in English.

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 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.

إقرأ أيضا:مطلوب شيفات سوشي للعمل بكندا

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.