TikTok LIVE - Workforce Management Real Time Analyst

岗位职责 / Responsibilities

The livestream industry has seen tremendous growth in recent years and has become the next growth driver for TikTok global business. It also brings great joy to users globally and it creates a new channel for our creators to show themselves.

We want passionate and talented people to join our product and operations team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

TikTok LIVE is seeking a dedicated and proactive Workforce Management Real Time Analyst to join our Service Excellence team. In this critical role, you will monitor, analyze, and optimize real-time workforce performance to ensure exceptional service delivery and operational efficiency across our customer service organization.

Responsibilities:

- Monitor and optimize real-time queue performance by tracking contact volume, capacity, and service level metrics throughout operational hours. Provide intra-day updates to Operations and Support teams, taking immediate corrective actions to resolve or mitigate service level impacting issues through clear, concise communication and strategic interventions.

- Execute dynamic staffing adjustments and resource optimization by comparing actual staffing against forecast requirements and implementing corrective measures including cross-language support deployment, non-productive time adjustments, and overtime allocation. Analyze shrinkage patterns, scheduled adherence, and contact handling metrics to continuously improve service delivery standards.

- Leverage advanced analytical tools and applications to conduct deep-dive analysis of demand patterns (volume/AHT) and staffing impacts. Utilize data-driven methodologies to identify root causes of performance variances and develop strategic recommendations for operational improvements and resource allocation optimization.

- Coordinate with outsourced service providers to ensure staffing performance meets or exceeds established standards through regular monitoring, performance reviews, and collaborative problem-solving. Maintain accountability across all service delivery channels and vendor partnerships.

- Optimize routing schemes and resource allocation by dynamically realigning resources across multiple sites based on skill sets, priority levels, and real-time demand fluctuations. Adjust coverage strategies to maximize operational efficiency and maintain service excellence across all channels.

- Manage escalation protocols and incident response by recognizing critical routing issues and service disruptions, initiating appropriate escalation processes, and implementing tactical solutions to maintain service level agreements. Ensure rapid resolution and minimal impact on customer experience.

- Deliver comprehensive reporting and trend analysis by providing regular feedback, performance analytics, and strategic insights on key metrics including ticket performance statistics, arrival patterns, staff productivity, attrition rates, and resource utilization trends to support data-driven decision making.

- Support strategic workforce management initiatives and operational excellence projects, contributing analytical expertise and real-time insights to enhance service delivery capabilities and drive organizational performance optimization across the customer service organization.

任职要求 / Requirements

Minimum Qualification(s)

- Bachelor's degree or equivalent experience

- 3+ years of program or project management experience

- Experience in analytical, results-oriented environments with cross-functional collaboration

- Intermediate proficiency in SQL and Excel for data analysis

Preferred Qualification(s)

- Bachelor's degree in Business Intelligence, Finance, Engineering, Statistics, Mathematics, or quantitative field

- 3+ years of experience in WFM real-time service level management (workforce planning, capacity management, performance optimization)

- Outsourced service provider coordination experience (vendor management, performance monitoring, SLA oversight)

- Requirement gathering and documentation skills (writing detailed specifications, process documentation)

- Advanced analytical and problem-solving abilities with real-time decision making experience

- Knowledge of workforce management tools and contact center technologies