Global WFM & Queue Optimization Analyst

TikTok; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

TikTok is seeking a Workforce & Queue Management (WFQM) Analyst to lead the end-to-end WFM cycle for Global Customer Support in Dublin. You will translate long-term capacity plans into weekly forecasts, build optimized schedules for in-house teams, and govern the BPO Partner network while configuring the ByteHi ticketing system for accurate routing.

You will drive real-time management with dashboards, perform root-cause analyses on SLA deviations, and publish daily/weekly performance metrics to

Qualifications

• 3+ years of WFM or Operations Analysis in a high-volume setting.

Responsibilities

• Forecasting & capacity planning for multiple Lines of Business (LOBs).
• Own scheduling lifecycle for in-house teams and govern BPO partner staffing.
• Configure and maintain ByteHi routing and Master Queue Map.
• Monitor real-time dashboards and publish performance reports (SLA, Adherence, Occupancy).
• Conduct root-cause analyses on SLAs and provide actionable recommendations to leadership.

Skills

Forecasting

Analytical skills

Communication

Tools

ByteWorks

IEX

Verint

Teleopti

SQL

Power BI

Tableau

Job description

TikTok is seeking a Workforce & Queue Management (WFQM) Analyst to lead the end-to-end WFM cycle for Global Customer Support in Dublin. You will translate long-term capacity plans into weekly forecasts, build optimized schedules for in-house teams, and govern the BPO Partner network while configuring the ByteHi ticketing system for accurate routing.

You will drive real-time management with dashboards, perform root-cause analyses on SLA deviations, and publish daily/weekly performance metrics to