TikTok LIVE - Workforce Management Real Time Analyst
Core
Monitor, analyze, and optimize real-time workforce performance to ensure exceptional service delivery and operational efficiency across the customer service organization.
Role type
Senior Workforce Management Real Time Analyst
Builds
Optimized real-time staffing, service levels, and operational efficiency for global customer service teams
Domain
Customer Service Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time queue monitoring, dynamic staffing adjustments, demand pattern analysis, vendor coordination, escalation management, reporting & trend analysis
Preferred skills
WFM real-time service level management, outsourced service provider coordination, requirement gathering, advanced analytical problem-solving, workforce management tools knowledge
Technologies
SQL, Excel, Workforce Management tools, Contact center technologies
Responsibilities
Monitor and optimize real-time queue performance; Execute dynamic staffing adjustments and resource optimization; Leverage analytical tools to analyze demand patterns and staffing impacts; Coordinate with outsourced service providers; Optimize routing schemes and resource allocation; Manage escalation protocols and incident response; Deliver comprehensive reporting and trend analysis; Support strategic workforce management initiatives
Seniority
Senior, hands-on IC
