Workforce & Queue Management Analyst - Customer Support, Trust & Safety
Core
Architectural backbone of Global Customer Support operations, balancing cost efficiency with world-class service levels through end-to-end Workforce Management and queue configuration.
Role type
Senior Workforce & Queue Management Analyst
Builds
Scalable operational foundation for In-House teams and BPO Partner network
Domain
Customer Support / Trust & Safety / Contact Center Operations
Required skills
Workforce Management (WFM) forecasting, Erlang-C modeling, shift scheduling optimization, ticketing system configuration, shrinkage planning, real-time monitoring, variance analysis, stakeholder influence
Preferred skills
SQL, Power BI/Tableau, project management, Trust & Safety domain knowledge
Technologies
ByteHi, ByteWorks, Erlang-C, Excel (VBA/Pivot tables)
Responsibilities
Translate long-term capacity plans into precise weekly/daily operational forecasts; Build and optimize shift patterns for internal teams; Audit BPO Partner staffing plans against forecasts; Configure ticketing ecosystem routing rules and skill groups; Monitor real-time dashboards to execute intraday levers for SLA protection; Conduct root cause analysis on service level deviations.
Seniority
Senior, hands-on IC
