Workforce & Queue Management Analyst

Role overview

This position sits at the center of global customer support operations, combining workforce planning, queue governance, reporting, and real-time support to help the team deliver efficient service with strong quality standards.

The analyst will take ownership of the end-to-end workforce management cycle: turning longer-range capacity plans into weekly, daily, and intraday forecasts; creating and refining schedules for internal teams; and reviewing staffing commitments from external BPO partners. In parallel, the role includes configuration ownership of the ticketing environment so that incoming work is routed correctly and access is managed securely.

Forecasting and capacity planning

• Convert monthly capacity plans into operational forecasts at weekly, daily, and interval levels for volume and average handling time across multiple lines of business.
• Build headcount requirements using Erlang-C for chat and workload-based models for tickets, while accounting for shrinkage, occupancy targets, and arrival trends.
• Track forecast variance and improve accuracy by studying seasonality, product launches, and policy-driven changes.

Scheduling and staffing governance

• Manage scheduling for internal Tier 2 teams through the scheduling platform, including shift pattern design and optimization.
• Balance staffing needs with employee work-life considerations, including shift swaps and bidding processes.
• Act as the reviewer for BPO Tier 1 staffing plans, checking weekly vendor commitments against forecasts to confirm sufficient seats are covered.
• Improve shrinkage planning by coordinating breaks, coaching, and training in a way that supports utilization without overloading agents.

Queue configuration and access control

• Maintain the ticket routing setup, including the master queue structure, skill groups, routing rules, and labels needed for accurate reporting.
• Own the intake and change-control process for configuration requests, ensuring impacts are reviewed before any update goes live.
• Coordinate technical onboarding and offboarding, making sure agents receive timely access to tools such as VDI and the ticketing system while meeting security requirements.

Real-time operations and reporting

• Monitor live dashboards to spot service-level risks and apply intraday actions such as overtime, voluntary time off, and skill reallocation to protect response-time targets.
• Investigate service-level misses to determine root causes such as forecast errors, shrinkage changes, or system outages, then share practical recommendations with operations leaders.
• Automate and distribute daily and weekly performance reporting covering SLA, adherence, and occupancy.

Required qualifications

Applicants should bring at least 3 years of experience in workforce management or operations analysis within a high-volume contact center, BPO, or technology setting.

Hands-on experience with enterprise workforce management platforms is needed, especially forecasting and scheduling modules in tools such as ByteWorks, IEX, Verint, Teleopti, or comparable systems.

The role also calls for practical experience configuring ticketing or CRM systems, including routing logic, skill groups, and IVR flows.

Advanced spreadsheet capability is essential, along with the ability to use data to shape clear operational recommendations.

Strong stakeholder communication is important, particularly when working with internal operations managers and external vendor leads.

Preferred background

• Experience with SQL and dashboarding tools such as Power BI or Tableau for reporting automation.
• Exposure to leading small or medium operational improvement initiatives, such as introducing a new roster or shift model.
• Prior work in Trust & Safety or social media support environments.

Trust & Safety exposure

This role may involve regular exposure to content containing images, video, and text tied to everyday life, as well as harmful material such as bullying, hate speech, child safety concerns, self-harm or harm to others, and animal harm.

The work may be emotionally demanding and psychologically taxing at times. Support for employee wellbeing is emphasized through evidence-based programs and a person-centered approach developed in partnership with employees and across functions.

About the company

The employer is a leading short-form mobile video platform with a mission to inspire creativity and bring joy. Its global footprint includes offices in Los Angeles, Singapore, New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why this opportunity stands out

The company emphasizes curiosity, humility, resilience, continuous learning, and an “Always Day 1” mindset. The environment is collaborative, fast-moving, and built around creating value for communities while encouraging innovation and growth.

Diversity and inclusion

The organization aims to maintain an inclusive workplace where people are recognized for their skills, experience, and perspective, and where global representation and diverse voices are actively valued.