2 days ago

Workforce & Queue Management Analyst

✓ 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 end-to-end workforce & queue management for Global Customer Support, translating long-term capacity plans into weekly/daily/interval forecasts across multiple lines of business. Build optimized schedules for in-house teams and govern partner staffing plans to ensure heads-on-seats. Configure and manage ticket routing in ByteHi, oversee change management and agent access, and use real-time dashboards and performance analytics to protect SLA response times. Perform root-cause analysis and drive forecast and operational accuracy improvements.

Location: Dublin

Employment Type: Full time

Seniority: Mid level

Key Responsibilities

•Translate monthly capacity plans into weekly/daily/interval forecasts for volume and AHT across lines of business.
•Model required headcount using Erlang-C (Chat) and workload (ticket) methods, including shrinkage, occupancy targets, and arrival patterns.
•Own in-house tier 2 scheduling lifecycle in ByteWorks and optimize shift patterns; govern partner staffing plans for heads-on-seats.
•Configure ByteHi ticket routing (master queue map, skill groups, routing rules/labels) and manage change management for configuration requests.
•Monitor real-time dashboards, run intraday levers to protect SLA response times, and automate/publish performance reports while performing root-cause analysis.],
•travel
•salary_currency
•salary_minimum

Key Requirements

•3+ years 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) focused on forecasting and scheduling.
•Hands-on ticketing/CRM configuration experience, including routing logic, skill groups, and IVR flows.
•Advanced Excel/Google Sheets skills (complex formulas, pivot tables, VBA/scripts) to produce actionable operational recommendations.
•Strong stakeholder influence skills across BPO vendor leads and internal operations managers.

Experience:3+ yearsContact centerBPOCustomer support

Skills:Stakeholder managementCommunicationAnalytical thinking

Tech Stack:Erlang-CExcelGoogle SheetsVBASQLPower BITableauByteWorksIEXVerintTeleoptiByteHiVDIIVRCRM

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

✓ 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: Dublin

Employment Type: Full time

Seniority: Mid level

Key Responsibilities

•Translate monthly capacity plans into weekly/daily/interval forecasts for volume and AHT across lines of business.
•Model required headcount using Erlang-C (Chat) and workload (ticket) methods, including shrinkage, occupancy targets, and arrival patterns.
•Own in-house tier 2 scheduling lifecycle in ByteWorks and optimize shift patterns; govern partner staffing plans for heads-on-seats.
•Configure ByteHi ticket routing (master queue map, skill groups, routing rules/labels) and manage change management for configuration requests.
•Monitor real-time dashboards, run intraday levers to protect SLA response times, and automate/publish performance reports while performing root-cause analysis.],
•travel
•salary_currency
•salary_minimum

Key Requirements

•3+ years 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) focused on forecasting and scheduling.
•Hands-on ticketing/CRM configuration experience, including routing logic, skill groups, and IVR flows.
•Advanced Excel/Google Sheets skills (complex formulas, pivot tables, VBA/scripts) to produce actionable operational recommendations.
•Strong stakeholder influence skills across BPO vendor leads and internal operations managers.

Experience:3+ yearsContact centerBPOCustomer support

Skills:Stakeholder managementCommunicationAnalytical thinking

Tech Stack:Erlang-CExcelGoogle SheetsVBASQLPower BITableauByteWorksIEXVerintTeleoptiByteHiVDIIVRCRM

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn