WFM RTA/Scheduling Analyst - USDS

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

As the WFM Scheduling/Real-Time Adherence Analyst you will be pivotal team member providing support to TikTok's U.S. Data Security Trust and Safety Operations by generating, maintaining schedules, and monitoring the adherence of schedule through real time service level performance and attainment. The Scheduling/Real-Time Analyst is expected to react to real-time service impacting events by optimizing schedule assignment and the avoidance of the queue backlogs; providing analysis and recommendations on performance results to the leadership team; provide application/tool support and escalation of technical incidents; monitor weather events which impact the staffing at the centers of excellence; and providing timely communications to both BPOs and internal operations.

Our Scheduling Analyst performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Scheduling Analyst interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

Responsibilities
- Analyzing interval level requirements to effectively generate schedules for both tenure and new hires within the CoE contact center
- Monitoring activities on a real-time basis and ensures the achievement of SLAs metrics and interval compliance across CoE contact centers
- Responsible for scheduling off-line activities such as meetings, training, and coaching, as well as managing the shift bidding and shift trades processes
- Ensures that schedules are generated and delivered on a timely basis for shift bidding and new hires prior to the start of hire date
- Provides timely and transparent intel that supports the operational business leaders in making informed decisions
- Provides weekly outlooks of scheduling analyses and recommendations to optimize resource utilization to meet SLAs
- Facilitate day of time off request process, offline activities such as meetings, coaching, training, and huddles
- Reassign moderators for optimization of staffing and SLA management across multiple lines of businesses, queues, and channels
- Collaborates and follow up with IT on open help desk tickets and drive to desired resolution
- Collaborates with operations on real-time monitoring and schedule adherence to maximize customer SLAs
- Serve as a SME on the WFP platform partnering with Operations to fully leverage capabilities of WFP processes and tools
- Establish and maintain communication channels with CoE contact center leaders; escalating issues impacting volume and/or staffing
- Manages shift change requests and partners with Resource Planning and Scheduling Analyst to ensure no downstream impacts to schedule attainment
- Monitors and validates queue prioritization and moderator skill assignments
- Attends and/or hosts weekly and biweekly meetings with Operational leaders

Qualifications

Minimum Qualifications:
- At least 2 years scheduling or real time analyst experience.
- At least 2 years experience using a excel or google sheets to build schedules
- Outstanding analytical skills and ability to see trends and patterns in data
- Outstanding decision-making ability and the ability to work independently

Preferred Qualifications:
- At least 2 years experience using a workforce management system
- Solid understanding of queue moderation routing, skilling systems and methodologies
- Experience in dealing with technical incidents preferred
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

Wellbeing Statement
Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start: so our candidates are well informed before proceeding.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

D&I Statement
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.