WFM RTA/Scheduling Analyst - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

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

Preferre