Workforce & Queue Management Analyst

Role Overview

As a Workforce & Queue Management (WFQM) Analyst, you will serve as the key architect for TikTok's Global Customer Support operations. This role surpasses simple oversight by establishing a robust operational framework that harmonizes cost-effectiveness with superior service quality.

Key Responsibilities

• Translate long-term capacity plans into detailed weekly, daily, and interval-based forecasts covering volume and average handling time across multiple business lines.
• Apply Erlang-C and Workload models to estimate required staffing levels, adjusting for factors like shrinkage, occupancy, and arrival patterns.
• Enhance forecast accuracy by analyzing the impact of seasonality, product launches, and policy shifts.
• Manage the complete scheduling process for internal Tier 2 teams, optimizing shift structures to align business needs with employee work-life balance, including handling shift swaps and bidding.
• Function as the audit authority for BPO Tier 1 partners by verifying staffing plans against forecasts to ensure compliance with headcount requirements.
• Improve shrinkage planning through effective scheduling of breaks, coaching sessions, and training to maximize workforce utilization while preventing burnout.
• Oversee configuration of the ByteHi ticketing system, maintaining the master queue map and ensuring routing logic, skill groups, and labels are properly structured.
• Lead change management for system configuration requests, conducting impact assessments prior to implementation.
• Manage agent onboarding and offboarding for technical access to tools like VDI and ByteHi, maintaining stringent security standards.
• Monitor real-time operational dashboards to identify SLA risks and execute intraday adjustments such as overtime, voluntary time off, and skill reassignment to maintain response times.
• Perform root cause analyses on service level deviations and provide actionable insights to operations leadership to prevent future occurrences.
• Automate and disseminate daily and weekly performance reports covering SLA, adherence, and occupancy metrics.

Required Qualifications

• At least 3 years of experience in workforce management or operations analysis within high-volume contact centers, BPOs, or technology firms.
• Demonstrated expertise with enterprise WFM tools such as ByteWorks, IEX, Verint, or Teleopti, particularly in forecasting and scheduling modules.
• Practical experience configuring ticketing or CRM systems, managing routing logic, skill groups, and IVR flows.
• Advanced proficiency in Excel or Google Sheets, including complex formulas, pivot tables, and automation scripting.
• Strong communication skills with the capacity to influence various stakeholders, including BPO vendor leads and internal managers.

Preferred Skills

• Experience with SQL and data visualization tools like Power BI or Tableau to automate and enhance reporting workflows.
• History of managing operational improvement projects, such as developing new shift patterns or roster systems.
• Familiarity with Trust & Safety or social media support sectors.

Additional Information: Trust & Safety Considerations

The role involves handling content that may include sensitive and potentially disturbing material such as bullying, hate speech, child safety issues, and depictions of harm. This exposure can be psychologically and emotionally challenging. TikTok is committed to employee well-being, offering comprehensive support programs for physical and mental health to ensure a safe and supportive work environment.

About TikTok

TikTok is a premier platform for short-form mobile videos, dedicated to inspiring creativity and bringing joy globally. The company maintains headquarters in Los Angeles and Singapore and operates offices worldwide including Dublin.

Why Join TikTok

Joining TikTok means becoming part of a rapidly expanding tech company that values curiosity, humility, and impact-driven work. The collaborative and innovative culture encourages continuous learning and problem-solving. The company is devoted to fostering diversity and inclusion, reflecting the global communities it serves.