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 Workforce & Queue Management for global customer support operations by translating long-term capacity into weekly/daily/interval forecasts for multiple lines of business. Build optimized in-house schedules and govern BPO partner staffing plans to meet required heads-on-seats. Manage ByteHi ticketing configuration and real-time dashboards, performing intraday levers to protect SLA targets and running root-cause analyses to prevent repeat deviations.

Location: Kuala Lumpur

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Translate long-term capacity plans into weekly/daily/interval forecasts for volume and AHT across multiple lines of business.
•Use Erlang-C (chat) and workload (ticket) models to generate required headcount projections, incorporating shrinkage, occupancy targets, and arrival patterns.
•Own internal tier 2 scheduling with ByteWorks and optimize shift patterns to balance demand with agent work-life balance.
•Govern BPO partner staffing plans by reviewing weekly forecasts to ensure vendors commit to required heads-on-seats.
•Configure ByteHi routing/queue mapping and manage real-time operations by monitoring dashboards, applying intraday levers to protect response times, and conducting root-cause analysis of SLA deviations.

Key Requirements

•3+ years of experience in Workforce Management 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, including routing logic, skill groups, and IVR flows.
•Advanced Excel skills (complex formulas, pivot tables, VBA/scripts) and ability to turn data into actionable operational recommendations.
•Strong stakeholder influence and communication with BPO vendor leads and internal operations managers.

Experience:Contact centerBPOTech

Skills:CommunicationStakeholder influenceAnalytical thinkingRoot cause analysisProcess improvement

Tech Stack:Erlang-CWorkload (Ticket) modelsByteHiByteWorksIEXVerintTeleoptiVDIExcelVBASQLPower BITableauIVR

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: Kuala Lumpur

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Translate long-term capacity plans into weekly/daily/interval forecasts for volume and AHT across multiple lines of business.
•Use Erlang-C (chat) and workload (ticket) models to generate required headcount projections, incorporating shrinkage, occupancy targets, and arrival patterns.
•Own internal tier 2 scheduling with ByteWorks and optimize shift patterns to balance demand with agent work-life balance.
•Govern BPO partner staffing plans by reviewing weekly forecasts to ensure vendors commit to required heads-on-seats.
•Configure ByteHi routing/queue mapping and manage real-time operations by monitoring dashboards, applying intraday levers to protect response times, and conducting root-cause analysis of SLA deviations.

Key Requirements

•3+ years of experience in Workforce Management 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, including routing logic, skill groups, and IVR flows.
•Advanced Excel skills (complex formulas, pivot tables, VBA/scripts) and ability to turn data into actionable operational recommendations.
•Strong stakeholder influence and communication with BPO vendor leads and internal operations managers.

Experience:Contact centerBPOTech

Skills:CommunicationStakeholder influenceAnalytical thinkingRoot cause analysisProcess improvement

Tech Stack:Erlang-CWorkload (Ticket) modelsByteHiByteWorksIEXVerintTeleoptiVDIExcelVBASQLPower BITableauIVR

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn