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

TikTok

4.5

(6)

Kuala Lumpur, Malaysia

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #7508390858221144338

    Position summary

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    • 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 in a dynamic environment, 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;

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.