Workforce & Workflow Management Specialist

About the team
Our Operations team moderate millions of videos globally every day, ensuring we are bringing only safe content to our users. Workflow Management builds and optimises moderation business processes, monitoring performance and continuously looks for areas to improve efficiency and maintain high standards of safety.

About the role
Execute scheduling/staffing assessment, real-time monitoring, and volume routing setup/management for assigned markets/sites. Drive day-to-day workflow optimization and support cross-functional rollouts to protect SLA and improve efficiency.

Responsibilities

1. Support workflow optimization by identifying process gaps from execution data and operational feedback; propose actionable fixes.
2. Help design and maintain queue/routing setups and operational workflows aligned to performance and efficiency goals.
3. Monitor on-the-day performance (SLA/backlog, volume spikes, AHT/productivity shifts) and execute agreed playbooks and escalations.
4. Collect tooling/platform requirements, support UAT/testing, and track rollouts to adoption.
5. Support local market safety strategy operations by translating strategy changes into executable workflow actions where applicable.
6. Support project delivery and landing, including documentation, tracking, and post-change performance review.
7. Work with operations, algorithm, and R&D teams to iterate strategy requirements and resolve implementation issues.

Minimum Qualifications

1. Bachelor’s degree or above; 2+ years of experience in workflow/routing, real time monitoring, scheduling, operations planning, or operations analytics roles.
2. Good logical thinking; able to manage competing priorities and consistently meet deadlines.
3. Good coordination and communication skills; comfortable working across multiple teams.
4. Advanced Excel proficiency with the ability to turn analysis into clear operational actions.
5. Excellent communication skills in English (written and verbal).
6. Experience supporting tools/platform rollouts, UAT, or workflow systems.

Preferred Qualifications

1. Experience in a BPO / social media / call center environment.
2. Safety and moderation related work experiences are preferred.