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

About the Team

The Customer Support organization is focused on delivering best-in-class help for users and creators, with the goal of supporting creativity and delivering a positive experience at scale. This role sits in a team that operates at the center of that mission and needs someone who is highly driven, analytical, and results-focused.

Role Overview

As a Workforce & Queue Management Analyst, you will serve as a core operational planner for global customer support. The position goes beyond basic monitoring and is responsible for building a scalable support model that keeps costs controlled while maintaining strong service performance.

You will manage the full workforce management cycle end to end: converting long-term capacity plans into weekly and daily forecasts, creating efficient schedules for internal teams, and overseeing governance for external BPO partners. In parallel, you will manage technical setup within the ticketing environment, making sure user requests are routed correctly and handled by the right teams at the right time.

Key Responsibilities

Forecasting and Capacity Planning

• Convert monthly capacity plans into precise forecasts at weekly, daily, and interval levels for volume and average handle time across multiple lines of business.
• Use Erlang-C models for chat and workload-based models for ticket channels to estimate required staffing, including shrinkage, occupancy targets, and arrival trends.
• Improve forecast accuracy by studying gaps caused by seasonality, product launches, and policy updates.

Scheduling and Staffing Strategy

• Own the scheduling process for internal Tier 2 teams using ByteWorks, building shift patterns that meet business demand while supporting agent well-being, including shift swaps and bidding.
• Review weekly staffing plans submitted by BPO Tier 1 partners against forecasted demand and verify that vendors are committing the right headcount.
• Plan shrinkage activities such as breaks, coaching, and training in a way that increases utilization without overloading agents.

Queue and System Configuration

• Manage routing setup in the ByteHi ticketing platform, including the master queue map, skill groups, routing logic, and labels for reliable reporting.
• Run the change-management workflow for configuration requests and assess the operational impact before changes are released.
• Handle technical onboarding and offboarding so agents receive timely access to tools such as VDI and ByteHi while meeting security requirements.

Real-Time Management and Reporting

• Track live dashboards to spot SLA risks and apply intraday actions such as overtime, voluntary time off, and skill changes to protect response targets for chat and ticket queues.
• Investigate service-level drops, identify root causes such as forecast misses, shrinkage spikes, or system issues, and recommend fixes to operations leadership.
• Build and distribute daily and weekly performance reporting covering SLA, adherence, and occupancy.

Qualifications

We are seeking candidates with at least 3 years of experience in workforce management or operations analysis in a high-volume contact center, BPO, or technology setting. Strong hands-on knowledge of enterprise WFM tools such as ByteWorks, IEX, Verint, Teleopti, or similar platforms is required, especially in forecasting and scheduling.

Applicants should also have direct experience configuring ticketing or CRM systems, including routing logic, skill groups, and IVR workflows. Advanced Excel capability is essential, including complex formulas, pivot tables, and VBA or scripting, along with the ability to turn data into practical operational decisions. The role also requires strong communication skills and the ability to influence a wide range of stakeholders, from vendor leads to internal operations managers.

Preferred Experience

Exposure to SQL and visualization tools such as Power BI or Tableau is an advantage, particularly for automating reporting workflows. Experience delivering small to medium operational improvement initiatives, such as introducing a new roster pattern or scheduling system, is also valuable. Prior work in Trust & Safety or social media support environments is preferred.

Trust & Safety Context

This position may involve regular exposure to content such as images, video, and text related to everyday life, as well as harmful material including bullying, hate speech, child safety issues, self-harm or harm to others, and harm to animals. The work can be emotionally demanding and psychologically challenging.

The company emphasizes employee wellbeing and provides evidence-based support programs designed to promote physical and mental health throughout the employee journey. It also takes a collaborative, person-centered approach to wellbeing across teams and functions.

About the Company

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

Why Join

The organization values curiosity, humility, resilience, and a strong bias toward impact. It encourages teams to learn fast, innovate continuously, and operate with an “Always Day 1” mindset. Employees work on meaningful challenges with global, diverse teams that aim to create value for communities and enable authentic expression and connection.

Diversity and Inclusion

The workplace is committed to inclusivity and values people for their skills, lived experience, and unique perspectives. The company aims to reflect the diversity of the global communities it serves and welcomes applicants who share that commitment.