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Workforce & Queue Management Analyst, Customer Support - Trust & Safety - San Jose

TikTok

San Jose (CA)

On-site

USD 88,000 - 143,000

Full time

8 days ago

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Job summary

TikTok is seeking a Workforce & Queue Management Analyst in San Jose to enhance operational efficiency and support customer service teams. This role involves managing customer support operations and optimizing workforce allocation while collaborating across multiple business lines. The ideal candidate will have experience in a BPO or call center environment, strong analytical skills, and a passion for enhancing user support.

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Life insurance

10 paid holidays annually

17 days of Paid Personal Time

Qualifications

Ability to work under pressure with strong interpersonal skills.
Efficient in managing and reallocating workforce as needed.
Experience with data analytics tools is a plus.

Responsibilities

Manage customer support lines in real-time and analyze performance metrics.
Monitor real-time staffing status and provide feedback for reallocation.
Develop and deliver operational reports on a daily, weekly, and monthly basis.

Skills

Strong interpersonal skills

Communication skills

Critical thinking

Operational management

Education

Experience in BPO / Social Media / Call center

Tools

Microsoft Office

SQL

Power BI

Tableau

Workforce & Queue Management Analyst, Customer Support - Trust & Safety - San Jose

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Responsibilities
About The Team
This team is responsible for driving operational excellence by implementing global workforce strategies that balance business needs, compliance, and partner collaboration across multiple lines of business. We strive to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency and enable high standards of Customer Service Support.

Responsibilities:
Queue Management:
- You will manage customer support lines of business across in-house and BPO operations in real-time, and manage metrics including (but not restricted to) latency, productivity, incoming volume, etc.;
- You will review and enhance support platform capabilities, workflow, and scheduling limitations to identify if support services/channels are optimised in the current system;
- You will develop and enhance spreadsheets and databases’ functionality like usage of forms, templates, and logic functions;
- You perform service outage and crisis management (Facilitating communications between operations, customer service platform & RD teams);
- You manage daily, weekly, and monthly plan objectives.

Workforce Management:
- Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed;
- You are the bridge between operations & customer service platform teams, providing real-time support to the site operations leads, assisting the team in managing daily and monthly staffing requirements;
- You will gather and document reporting requirements, creating regular and customized reports;
- You will produce & deliver timely ad hoc and standard operational reports on a daily, weekly & monthly basis (billing, SLA, KPI & other Ad Hoc reports)

Qualifications
Minimum Qualifications
- You have previous experience in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;
- You have the ability to work effectively under pressure, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;
- You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;
- You are extremely proficient in Microsoft Office applications such as Excel, Outlook, Word, and Powerpoint, or other applications required for data entry or report/schedule production;
- Proven experience in workforce and/or support service management in a multi-channel & multi-site tech company;
- You're passionate about supporting the user and creator community.

Preferred Qualifications
- Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau);
- Programming or System configuration experience a plus

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.

Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $142222 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Project Management and Information Technology
Industries
Technology, Information and Internet

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