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

TikTok
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Stakeholder management","Analytical thinking","Continuous improvement","Root cause analysis","Communication"]

Own TikTok’s end-to-end workforce and queue management for global customer support. Translate long-term capacity plans into weekly/daily/interval forecasts for volume and AHT, build optimized schedules for in-house teams, and audit BPO partner staffing plans for required headcount. Configure and govern the ByteHi ticketing routing ecosystem, monitor real-time SLA dashboards, and lead root-cause analysis to improve forecast accuracy and service performance.

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FursaFursa
TikTok
TikTok
1 month ago

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

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own TikTok’s end-to-end workforce and queue management for global customer support. Translate long-term capacity plans into weekly/daily/interval forecasts for volume and AHT, build optimized schedules for in-house teams, and audit BPO partner staffing plans for required headcount. Configure and govern the ByteHi ticketing routing ecosystem, monitor real-time SLA dashboards, and lead root-cause analysis to improve forecast accuracy and service performance.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Translate monthly long-term capacity plans into weekly/daily/interval operational forecasts for volume and AHT across multiple lines of business.
  • •Build and optimize schedules for internal Tier 2 teams using ByteWorks, including shift patterns that support work-life balance.
  • •Act as governance auditor for BPO Tier 1 partner staffing plans to ensure vendors commit to required heads-on-seats.
  • •Configure ByteHi ticketing routing by designing and maintaining the Master Queue Map and managing change intake.
  • •Monitor real-time dashboards, execute intraday levers to protect response times, and perform deep-dive analysis to prevent SLA deviations.

Key Requirements

  • •3+ years of experience in Workforce Management (WFM) or Operations Analysis in a high-volume contact center, BPO, or tech environment.
  • •Proficiency with enterprise WFM systems (e.g., ByteWorks, IEX, Verint, Teleopti) in forecasting and scheduling modules.
  • •Hands-on experience configuring ticketing/CRM systems (routing logic, skill groups, IVR flows).
  • •Advanced Excel skills (complex formulas, pivot tables, VBA/scripts) to translate data into actionable recommendations.
  • •Ability to influence stakeholders, including BPO vendor leads and internal operations managers.
Experience:3+ yearsContact centerBPOOperations analysisWorkforce managementTrust & safetySocial media support
Skills:Stakeholder managementAnalytical thinkingContinuous improvementRoot cause analysisCommunication
Tech Stack:ByteHiByteWorksErlang-CWorkload (Ticket) modelsExcelVBASQLPower BITableauIEXVerintTeleoptiVDIIVR

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn