2 days ago

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

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 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

Website LinkedIn

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TikTok

2 days ago

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

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

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

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn