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

About the team

TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. About the Role
As a Workforce & Queue Management (WFQM) Analyst, you will be the architectural backbone of our Global Customer Support operations. Moving beyond simple monitoring, you will play a critical role in building a scalable operational foundation that balances cost efficiency with world-class service levels. You will drive the full end-to-end WFM cycle—translating long-term capacity plans into precise weekly operational forecasts, building optimized schedules for our In-House teams, and acting as the governance auditor for our BPO Partner network. Simultaneously, you will own the technical configuration of our ticketing ecosystem (ByteHi), ensuring every user query is intelligently routed to t...