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WFM RTA / Scheduling Analyst - USDS
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Full-time
- The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
- 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.
- 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.
- Reassign moderators for optimization of staffing and SLA management across multiple lines of businesses, queues, and channels
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