Workforce Management Analyst

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

Team Introduction
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This position is mainly responsible for the following: receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.

The Workforce Management Analyst plays an important role in ensuring the organization's workforce is effectively aligned with operational needs, resulting in optimized staffing, increased efficiency, and improved platform user experience. We are looking for an experienced workforce management analyst role to provide capacity solutions to support global platform user operation teams and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time analysis.

What you will be doing
- Lead the global workforce planning for CN/SG/US user feedback operation teams and ensure teams have prepared for the right number of staff available at the right time by considering various factors
- Design different shifts for sites that balance workload requirements, employee preferences and make schedule plans ensuring no violation of local labor laws and regulations
- Involve and calibrate with multiple teams on different projects to assess the workforce impact and adjust schedules as needed to meet changing business demands
- Monitoring and analyzing efficiency metrics such as service levels, average handling time and agent productivity. Identify opportunities and drive continuous improvement for efficiency metrics and workforce optimization
- Maintaining, updating, and publishing reports on workforce related performance, including key performance indicators (KPIs) related to service levels, staffing, utilisation and productivity metrics
- Drive continuous improvement of workforce processes, tools & systems by collaborating with cross functional teams and taking advantage of new technologies, industry best practices, and operational efficiencies to automate forecasting, scheduling, and reporting processes
- Document workforce management process related SOPs and best practice as the internal reference

**Qualifications**:
Qualifications and Requirements
- Bachelor's degree in Business, Statistics, Mathematics, or equivalent work experience
- 3+ years of experience in workforce operation or headcount and scheduling planning, familiar with workforce management software and tools, preferably in an operation & contact centre environment
- 2+ years of project management experience
- Strong analytical and data interpretation skills, expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods.
- Knowledge of Business Intelligence tools e.g. Tableau, Power BI
- Excellent communication skills and ability to work in a fast-paced environment
- Strong problem-solving skills and attention to detail

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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