Global WFM & Queue Strategy Lead

TikTok; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

TikTok is hiring a Workforce & Queue Management (WFQM) Analyst in Singapore to drive end‑to‑end WFM, forecast accuracy, and scheduling for global customer support. You will own capacity planning, staffing optimization, and vendor governance, while configuring ByteHi and ensuring secure access for agents.

You will leverage Erlang‑C, Workload models, and BI tools to improve SLA performance, with a focus on scalable, cost‑efficient operations and incident‑free support delivery.

Qualifications

• 3+ years of experience in Workforce Management (WFM) or Operations Analysis within a high‑volume contact center/tech environment.
• Proficiency with enterprise WFM systems (ByteWorks, IEX, Verint, Teleopti) specifically in Forecasting and Scheduling modules.
• Hands‑on experience with ticketing/CRM system configuration (Routing logic, Skill groups, IVR flows).
• Advanced Excel (formulas, pivot tables, VBA) and the ability to translate data into actionable recommendations.
• Strong ability to influence stakeholders from vendor leads to internal ops managers.

Responsibilities

• Forecasting & Capacity Planning: translate long‑term plans into weekly forecasts for multiple LOBs.
• Own in‑house scheduling lifecycle; optimize shift patterns balancing demand and agent wellbeing.
• Governance of BPO partner staffing vs forecasts; ensure adherence to heads‑on‑seats.
• Manage ByteHi routing configuration and master queue map for accurate reporting.
• Real‑time management: monitor dashboards and implement intraday levers to protect SLA targets.

Skills

Forecasting & Capacity Planning

WFM & Operations Analytics

Advanced Excel / VBA

Stakeholder Communication

Tools

ByteWorks

ByteHi

IEX

Verint

Teleopti

Job description

TikTok is hiring a Workforce & Queue Management (WFQM) Analyst in Singapore to drive end‑to‑end WFM, forecast accuracy, and scheduling for global customer support. You will own capacity planning, staffing optimization, and vendor governance, while configuring ByteHi and ensuring secure access for agents.

You will leverage Erlang‑C, Workload models, and BI tools to improve SLA performance, with a focus on scalable, cost‑efficient operations and incident‑free support delivery.