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

岗位职责 / Responsibilities

About the team

TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

About the Role

As a Workforce & Queue Management (WFQM) Analyst, you will be the architectural backbone of our Global Customer Support operations. Moving beyond simple monitoring, you will play a critical role in building a scalable operational foundation that balances cost efficiency with world-class service levels.

You will drive the full end-to-end WFM cycle-translating long-term capacity plans into precise weekly operational forecasts, building optimized schedules for our In-House teams, and acting as the governance auditor for our BPO Partner network. Simultaneously, you will own the technical configuration of our ticketing ecosystem (ByteHi), ensuring every user query is intelligently routed to the right agent at the right time.

Key Responsibilities

- Forecasting & Capacity Planning

- Operational Forecasting: Translate monthly long-term capacity plans into precise Weekly, Daily, and Interval-level operational forecasts for Volume and AHT across multiple Lines of Business (LOBs).

- Modeling: Utilize Erlang-C (Chat) and Workload (Ticket) models to generate "Required Headcount" projections, factoring in shrinkage, occupancy targets, and arrival patterns.

- Accuracy: Drive continuous improvement in Forecast Accuracy by analyzing variance drivers such as seasonality, product launches, and policy changes.

- Scheduling & Staffing Strategy

- In-House Scheduling: Own the scheduling lifecycle for internal Tier 2 teams using ByteWorks. Build and optimize shift patterns that balance business demand with agent work-life balance (including shift swaps/bidding).

- Partner Governance: Act as the "Auditor" for our BPO Tier 1 network. Review weekly Partner Staffing Plans against provided forecasts to ensure vendors are committing to the required "Heads-on-Seats."

- Efficiency: Optimize shrinkage planning (scheduling breaks, coaching, and training) to maximize utilization without causing agent burnout.

- Queue & System Configuration

- Routing Architecture: Manage the configuration of the ByteHi ticketing system. Design and maintain the "Master Queue Map," ensuring skill groups, routing rules, and labels are logically structured for accurate reporting.

- Intake Governance: manage the centralized change management process for all configuration requests, ensuring changes are assessed for impact before implementation.

- User Access Management: Oversee the technical onboarding and offboarding lifecycle, ensuring agents have timely access to tools (VDI, ByteHi) while maintaining strict security compliance.

- Real-Time Management (RTM) & Reporting

- Mission Control: monitor real-time dashboards to identify SLA risks. Execute intraday levers (OT, VTO, Skill Changes) to protect Response Times (2-min Chat / 24hr Ticket).

- Root Cause Analysis: Conduct deep-dive analysis on Service Level deviations to identify underlying drivers (e.g., forecast variance, shrinkage spikes, system outages) and provide actionable recommendations to Operations leadership to prevent recurrence.

- Performance Analytics: Automate and publish daily/weekly performance reports (SLA, Adherence, Occupancy).

任职要求 / Requirements

Minimum Qualification(s)

- Experience: 3+ years of experience in Workforce Management (WFM) or Operations Analysis within a high-volume Contact Center, BPO, or Tech environment.

- WFM Tooling: Proven proficiency with enterprise WFM systems (e.g., ByteWorks, IEX, Verint, Teleopti, or similar) specifically in Forecasting and Scheduling modules.

- Queue Config: Hands-on experience with ticketing/CRM system configuration (Routing logic, Skill groups, IVR flows).

- Analytical Skills: Advanced Excel Sheets skills (Complex formulas, Pivot tables, VBA/Scripts) and the ability to translate data into actionable operational recommendations.

- Communication: Strong ability to influence stakeholders, from BPO Vendor Leads to Internal Operations Managers.

Preferred Qualification(s)

- Data Visualization: Proficiency in SQL and visualization tools (Power BI, Tableau) to automate reporting pipelines.

- Project Management: Experience leading small-to-medium operational improvement projects (e.g., implementing a new shift pattern or roster system).

- Knowledge of Content/Safety: Prior experience in Trust & Safety or Social Media support environments.