TikTok LIVE - Workforce Management Real Time Analyst

TikTok; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

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

You will coordinate with outsourced providers, adjust staffing plans, and drive improvements in service levels and operational efficiency within a dynamic live environment.

Qualifications

• Bachelor's degree or equivalent experience required.
• 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.
• Ability to work flexible shift schedules including evenings, weekends, and holidays.

Responsibilities

• Monitor and optimize real-time queue performance and provide intra-day updates to Operations and Support teams.
• Execute dynamic staffing and cross-language support deployment with corrective actions.
• Leverage analytical tools to analyze demand patterns and staffing impacts for improvements.
• Coordinate with outsourced providers to ensure staffing performance and SLA adherence.
• Optimize routing and resource allocation across sites based on real-time demand.
• Manage escalation protocols and incident response to minimize customer impact.
• Deliver reporting and trend analysis on key metrics to support decisions.
• Support strategic workforce management initiatives with real-time insights.

Skills

Project management

Analytical thinking

Cross-functional collaboration

SQL

Excel

WFM real-time management

Vendor management

Documentation skills

Education

Bachelor's degree or equivalent experience

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

Job description

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.

Qualifications

Minimum Qualifications:

• - 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
• - Ability to work flexible shift schedules including evenings, weekends, and holidays

Preferred Qualifications:

• - 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

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.