Responsibilities

About the Team The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides an objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users. The Customer Service Excellence team provides world-class service and experience for customers and creators. We are looking for an exceptional Workforce Management (WFM) Real Time Analyst (RTA), who is passionate about their work, understands how to manage calls across a network of contact centers and in-house customer service teams, having the ability to contribute new innovations to the Tiktok Live PTE Workforce Management Team. The ideal candidate will possess experience in typical workforce management disciplines: Scheduling, Real Time Monitoring, proficient reporting skills, and experience optimizing manpower in customer service environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem-solving situations that require immediate real time intervention, as well as short term scheduling management and planning. Roles & Responsibilities: • Monitors queue performance, provide intra-day updates on contact volume and capacity. Takes actions to resolve or reduce service level impacting issues. Provides clear, concise notification to Operations and Support teams as required. • Compares staffing to forecast requirements. Takes corrective actions as required examples include: Cross language support, non-productive time cancellation, and OT. Metric reviews including shrinkage, scheduled adherence and contacts handled analysis to improve service levels. • Leverages appropriate operational tools and applications to deep dive Demand (Volume/AHT) and Staffing impacts. Utilize data to identify root cause and recommend resolving actions. • Coordinate with outsourced service providers, to ensure staffing performance is meeting or exceeding acceptable standards. • Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites. • Recognizes and initiates escalation processes for routing issues or any other incident and initiates appropriate tactics to ensure service levels are maintained. • Provide feedback, analysis and reporting of relevant trends, such as: ticket performance stats, ticket/task arrival patterns, staff productivity, attrition rates and resource allocation.

Qualifications

Minimum Qualifications: • Bachelor's degree or equivalent • 3+ years of program or project management experience • Experience in a highly analytical, results-oriented environment with cross functional interactions • Knowledge of SQL/Excel at an intermediate level • Ability to work on shift work basis Preferred Qualifications: • Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field • 3+ years' experience in WFM Real-time Service Level management • Experience in coordinating with outsourced service providers • Experience in requirement gathering and ability to write clear and detailed requirement document

Job Information