Search suggestions:

hiring immediately
part time
full time
amazon warehouse
jobs
warehouse
accounting
medical receptionist
receptionist
nurse practitioner
work from home
remote
remote work from home
Wichita
United States
Houston
Dallas
Oklahoma City
Kansas City
Colorado Springs
Detroit
San Antonio
Tulsa
Cincinnati
Arlington
Richmond
Norman
Chicago
Apply

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

TikTok
Los Angeles County, California
Full time
2 weeks ago
About The Team
This team is responsible for driving operational excellence by implementing global workforce strategies that balance business needs, compliance, and partner collaboration across multiple lines of business. We strive to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency and enable high standards of Customer Service Support.

Responsibilities:
Queue Management:
- 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)
Save Apply
Report job
Other Job Recommendations:

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

TikTok
San Jose, California
We strive to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while...
2 weeks ago

TJJD - Workforce Development Specialist V - Workforce Development and Reentry Support Specialist - (RSA) - 50437

Texas Comptroller of Public Accounts
San Antonio, Texas
  • TJJD Employment Application Supplement (HR-003)
  • Child Abuse Registry Check Consent Form (HR-028)...
2 weeks ago

Customer Experience Workforce Management Analyst

Everlaw
Oakland, California
$103,000 - $130,000
  • We want you to feel like part of the team early on! Our...
  • We’re excited for you to learn, grow, and contribute right...
3 weeks ago

Associate APD Claims Queue Representative

Amica Insurance Company
Providence County, Rhode Island
  • Build favorable working relationships with all employees...
  • Develop a working understanding of the laws and regulations...
2 weeks ago

Commercial Pipefitter

Queue Labor
Pearland, Texas
$25 - $31
  • Install, repair, and maintain piping systems for water, gas,...
  • Read and interpret blueprints to determine layout...
2 weeks ago