Workforce Management Analyst
TikTok USDS Joint Venture
1 day ago
Full-time
On-site
San Jose, California, United States
$88,000 - $151,112 USD yearly
Analyst
Responsibilities
About the Team
Trust and Safety Operations is a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.
This team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. It is possible that this role will be exposed to harmful content on a daily basis.
About the Role
We are seeking a detail-oriented and proactive Workforce Management (WFM) Analyst to join our operations team. In this critical role, you will be responsible for ensuring our in-house and BPO Content Moderation and Customer Support teams are staffed effectively to meet the dynamic needs of our users. You will play a key part in our operational success by managing real-time performance, creating optimized schedules, and providing crucial data-driven insights.
This is an opportunity to mitigate operational risks and ensure consistent, high-quality support across our frontline teams. By managing staffing gaps, PTO, and peak volume requirements, you will help us build a more resilient and efficient operation.
What You'll Do
Real-Time Monitoring & Performance Management:
- Monitor and manage real-time queue performance and adherence to ensure service level agreements (SLAs) and response time targets are met.
- Conduct real-time analysis of agent utilization, handle times, and productivity, providing multi-level performance reporting for agents, team leads, and managers.
- Proactively identify and respond to volume fluctuations, capacity constraints, and performance gaps to maintain operational stability.
Scheduling & Staffing Analysis:
- Generate and manage weekly schedules for a team of 140+ in-house specialists to meet daily and weekly staffing requirements across multiple shifts.
- Analyze staffing trends, including controllable (e.g., training, meetings) and uncontrollable (e.g., absenteeism) factors to determine optimal times for offline activities and PTO allotments.
Short-Term Capacity Planning:
- Perform short-term capacity planning by analyzing staffing needs, monitoring queue trends, and conducting interval-level capacity analysis.
- Provide data-driven insights, root cause analysis (RCAs) for performance issues, and heat maps for weekly business reviews.
Headcount & FTE Tracking:
- Maintain the definitive source of truth for all headcount and FTE data.
- Administer paid time off (PTO) requests, track overtime (OT), and ensure data accuracy in our WFM systems.
Qualifications
Minimum Qualifications
- 2+ years of experience in a Workforce Management role (Real-Time Analyst, Forecaster, or Scheduler) within a multi-channel contact center, BPO, or operations environment.
- Proven expertise in real-time monitoring, intra-day management, and scheduling.
- Strong analytical and problem-solving skills with exceptional proficiency in Microsoft Excel (e.g., pivot tables, complex formulas, data modeling).
- Hands-on experience with industry-standard WFM software (e.g., NICE IEX, Verint, Aspect, Calabrio, Assembled).
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with operations leaders and frontline staff.
- Ability to work independently in a fast-paced and dynamic environment.
Preferred Qualifications
- Experience in a Trust & Safety or Content Moderation environment.
- Experience with data visualization tools (e.g., Tableau, Power BI).
- Bachelor's degree in a quantitative field such as Business, Economics, Statistics, or a related discipline.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the 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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $151112 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About the Team
Trust and Safety Operations is a pivotal team within U.S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.
This team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. It is possible that this role will be exposed to harmful content on a daily basis.
About the Role
We are seeking a detail-oriented and proactive Workforce Management (WFM) Analyst to join our operations team. In this critical role, you will be responsible for ensuring our in-house and BPO Content Moderation and Customer Support teams are staffed effectively to meet the dynamic needs of our users. You will play a key part in our operational success by managing real-time performance, creating optimized schedules, and providing crucial data-driven insights.
This is an opportunity to mitigate operational risks and ensure consistent, high-quality support across our frontline teams. By managing staffing gaps, PTO, and peak volume requirements, you will help us build a more resilient and efficient operation.
What You'll Do
Real-Time Monitoring & Performance Management:
- Monitor and manage real-time queue performance and adherence to ensure service level agreements (SLAs) and response time targets are met.
- Conduct real-time analysis of agent utilization, handle times, and productivity, providing multi-level performance reporting for agents, team leads, and managers.
- Proactively identify and respond to volume fluctuations, capacity constraints, and performance gaps to maintain operational stability.
Scheduling & Staffing Analysis:
- Generate and manage weekly schedules for a team of 140+ in-house specialists to meet daily and weekly staffing requirements across multiple shifts.
- Analyze staffing trends, including controllable (e.g., training, meetings) and uncontrollable (e.g., absenteeism) factors to determine optimal times for offline activities and PTO allotments.
Short-Term Capacity Planning:
- Perform short-term capacity planning by analyzing staffing needs, monitoring queue trends, and conducting interval-level capacity analysis.
- Provide data-driven insights, root cause analysis (RCAs) for performance issues, and heat maps for weekly business reviews.
Headcount & FTE Tracking:
- Maintain the definitive source of truth for all headcount and FTE data.
- Administer paid time off (PTO) requests, track overtime (OT), and ensure data accuracy in our WFM systems.
Qualifications
Minimum Qualifications
- 2+ years of experience in a Workforce Management role (Real-Time Analyst, Forecaster, or Scheduler) within a multi-channel contact center, BPO, or operations environment.
- Proven expertise in real-time monitoring, intra-day management, and scheduling.
- Strong analytical and problem-solving skills with exceptional proficiency in Microsoft Excel (e.g., pivot tables, complex formulas, data modeling).
- Hands-on experience with industry-standard WFM software (e.g., NICE IEX, Verint, Aspect, Calabrio, Assembled).
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with operations leaders and frontline staff.
- Ability to work independently in a fast-paced and dynamic environment.
Preferred Qualifications
- Experience in a Trust & Safety or Content Moderation environment.
- Experience with data visualization tools (e.g., Tableau, Power BI).
- Bachelor's degree in a quantitative field such as Business, Economics, Statistics, or a related discipline.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the 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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $151112 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.