Global WFM & Queue Strategy Lead

TikTok; Singapore; On-site; SGD 85,000 - 125,000; Full time

Job summary

TikTok is seeking a Workforce & Queue Management Analyst to lead the end-to-end WFM cycle for our Global Customer Support operations in Singapore. You will translate capacity plans into weekly forecasts, build optimized schedules for in-house teams, and audit BPO partner staffing.

You will configure the ByteHi ticketing system, monitor real-time dashboards, and drive performance analytics. The role requires 3+ years in WFM or operations analysis, strong Excel, SQL, and stakeholder communication,

Qualifications

• 3+ years in WFM or Operations Analysis in a high-volume contact center, BPO, or tech environment.
• Proficiency with enterprise WFM systems (e.g., ByteWorks, IEX, Verint, Teleopti) in forecasting and scheduling.
• Hands-on experience with ticketing/CRM configuration (routing logic, skill groups, IVR).
• Advanced Excel skills (formulas, pivots, VBA) and ability to translate data into actionable insights.
• Strong ability to influence stakeholders from vendor leads to internal operations managers.

Responsibilities

• Forecasting & Capacity Planning: translate monthly plans into weekly forecasts for multiple LOBs.
• Modeling: use Erlang-C and workload models to project headcount with shrinkage and occupancy targets.
• Scheduling & Staffing: own internal scheduling using ByteWorks; balance demand with work-life balance.
• Partner Governance: audit BPO staffing against forecasts to ensure required headcount.
• Queue & System Configuration: manage ByteHi routing and Master Queue Map; oversee changes.
• Real-Time Management & Reporting: monitor dashboards and publish SLA/adherence/occupancy reports.

Skills

WFM experience

Forecasting

Excel

SQL

Stakeholder mgmt

Tools

ByteWorks

IEX

Verint

Teleopti

Job description

TikTok is seeking a Workforce & Queue Management Analyst to lead the end-to-end WFM cycle for our Global Customer Support operations in Singapore. You will translate capacity plans into weekly forecasts, build optimized schedules for in-house teams, and audit BPO partner staffing.

You will configure the ByteHi ticketing system, monitor real-time dashboards, and drive performance analytics. The role requires 3+ years in WFM or operations analysis, strong Excel, SQL, and stakeholder communication,