Workforce & Queue Management Analyst - Customer Support, Trust & Safety

Responsibilities
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 a Workforce & Queue Management (WFQM) Analyst, you will be the architectural backbone of our Global Customer Support operations. Moving beyond simple monitoring, you will play a critical role in building a scalable operational foundation that balances cost efficiency with world-class service levels.
You will drive the full end-to-end WFM cycle—translating long-term capacity plans into precise weekly operational forecasts, building optimized schedules for our In-House teams, and acting as the governance auditor for our BPO Partner network. Simultaneously, you will own the technical configuration of our ticketing ecosystem (ByteHi), ensuring every user query is intelligently routed to the right agent at the right time.

Key Responsibilities
1. Forecasting & Capacity Planning
- Operational Forecasting: Translate monthly long-term capacity plans into precise Weekly, Daily, and Interval-level operational forecasts for Volume and AHT across multiple Lines of Business (LOBs).
- Modeling: Utilize Erlang-C (Chat) and Workload (Ticket) models to generate "Required Headcount" projections, factoring in shrinkage, occupancy targets, and arrival patterns.
- Accuracy: Drive continuous improvement in Forecast Accuracy by analyzing variance drivers such as seasonality, product launches, and policy changes.
2. Scheduling & Staffing Strategy
- In-House Scheduling: Own the scheduling lifecycle for internal Tier 2 teams using ByteWorks. Build and optimize shift patterns that balance business demand with agent work-life balance (including shift swaps/bidding).
- Partner Governance: Act as the "Auditor" for our BPO Tier 1 network. Review weekly Partner Staffing Plans against provided forecasts to ensure vendors are committing to the required "Heads-on-Seats."
- Efficiency: Optimize shrinkage planning (scheduling breaks, coaching, and training) to maximize utilization without causing agent burnout.
3. Queue & System Configuration
- Routing Architecture: Manage the configuration of the ByteHi ticketing system. Design and maintain the "Master Queue Map," ensuring skill groups, routing rules, and labels are logically structured for accurate reporting.
- Intake Governance: manage the centralized change management process for all configuration requests, ensuring changes are assessed for impact before implementation.
- User Access Management: Oversee the technical onboarding and offboarding lifecycle, ensuring agents have timely access to tools (VDI, ByteHi) while maintaining strict security compliance.
4. Real-Time Management (RTM) & Reporting
- Mission Control: monitor real-time dashboards to identify SLA risks. Execute intraday levers (OT, VTO, Skill Changes) to protect Response Times (2-min Chat / 24hr Ticket).
- Root Cause Analysis: Conduct deep-dive analysis on Service Level deviations to identify underlying drivers (e.g., forecast variance, shrinkage spikes, system outages) and provide actionable recommendations to Operations leadership to prevent recurrence.
- Performance Analytics: Automate and publish daily/weekly performance reports (SLA, Adherence, Occupancy).

Qualifications
Minimum Qualifications
- Experience: 3+ years of experience in Workforce Management (WFM) or Operations Analysis within a high-volume Contact Center, BPO, or Tech environment.
- WFM Tooling: Proven proficiency with enterprise WFM systems (e.g., ByteWorks, IEX, Verint, Teleopti, or similar) specifically in Forecasting and Scheduling modules.
- Queue Config: Hands-on experience with ticketing/CRM system configuration (Routing logic, Skill groups, IVR flows).
- Analytical Skills: Advanced Excel/Google Sheets skills (Complex formulas, Pivot tables, VBA/Scripts) and the ability to translate data into actionable operational recommendations.
- Communication: Strong ability to influence stakeholders, from BPO Vendor Leads to Internal Operations Managers.

Preferred Qualifications
- Data Visualization: Proficiency in SQL and visualization tools (Power BI, Tableau) to automate reporting pipelines.
- Project Management: Experience leading small-to-medium operational improvement projects (e.g., implementing a new shift pattern or roster system).
- Knowledge of Content/Safety: Prior experience in Trust & Safety or Social Media support environments.

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. ​
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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. ​
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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 TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​


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.​
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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.​