Forecasting and Workforce Management Data Analyst

Responsibilities

About the Team

Trust and Security Operations is a pivotal team within U.S. Data Security. We strive to enable Tik Tok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers.

About the Role

We are looking for a highly analytical and strategic BPO Forecasting & WFM Data Analyst to oversee the workforce planning and data insights for our global BPO network and in-house team. This role is central to our ability to scale efficiently and manage a large, distributed workforce of over 2,450 agents across 10+ partner sites and an in-house team.

You will be the engine behind our long-term capacity planning, developing complex forecasting models and managing the critical monthly FTE (Full-Time Equivalent) locking process. Your work will directly influence our operational budget and ensure our BPO partners are staffed to provide world-class support. If you are passionate about using data to solve complex business problems at a global scale, this is the role for you.

• Develop, maintain, and improve sophisticated forecasting models to project monthly, quarterly, and rolling 3-month FTE requirements for our Content Moderation and Customer Support BPO partners.
• Lead the end-to-end FTE locking process, from initial guidance to final lock, including constant data modeling and ad-hoc variance analyses to accommodate business changes.
• Perform short-term capacity planning by analyzing staffing needs, monitoring queue trends, and conducting interval-level capacity analysis.
• Proactively identify and respond to volume fluctuations, capacity constraints, and performance gaps to maintain operational stability.

• Generate and present deep-dive analyses and data-driven narratives for Weekly Business Reviews (WBRs), including performance scorecards, root cause analysis (RCAs), and trend-based heat maps.
• Design, build, and automate operational reports and dashboards to provide leadership with visibility into BPO performance, efficiency, and financial controls.
• Conduct ad-hoc reporting and analysis to support strategic planning and decision-making for our 5 main Customer Service pillars.

• Partner with Finance and Vendor Management teams to conduct monthly BPO invoice reconciliation, ensuring billing accuracy against contractual terms and forecasted hours.
• Track financial performance and identify opportunities for cost optimization within the BPO network.

• Serve as a key analytical partner to our BPO vendors, providing them with the data and insights needed to manage their staffing and performance effectively.

• 3+ years of experience in a highly analytical role such as WFM forecasting, capacity planning, financial analysis, or business analysis, preferably within a large-scale BPO or technology company.
• Advanced, expert-level proficiency in Microsoft Excel, including building complex data models, running statistical analyses, and using advanced formulas.
• Demonstrated experience in long-term forecasting (e.g., monthly, quarterly) and capacity planning for large, multi-site operations.
• Exceptional analytical and quantitative skills, with a proven ability to dissect complex problems and distill data into actionable insights and compelling narratives.
• Experience working directly with and managing relationships with external…