Forecasting and Workforce Management Data Analyst

About the Team

Trust and Safety Operations is a pivotal team within U.S. Data Security. We strive to enable TikTok 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.

What You'll Do

Forecasting & Capacity Planning:

• 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.

Data Analysis & Strategic Reporting:

• 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.

Financial & Invoice Management:

• 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.

Partner Performance Management:

• 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.

Minimum Qualifications

• 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 vendors or partners.
• A Bachelor's degree in a quantitative field like Finance, Economics, Statistics, Engineering, or Business Administration.

Preferred Qualifications

• Experience with SQL for data extraction and manipulation.
• Proficiency with data visualization tools (e.g., Tableau, Power BI) to build impactful dashboards and reports.
• Direct experience with BPO invoice reconciliation and financial tracking.
• A Master's degree in a quantitative or business field.

Trust & Safety Content Exposure

Content that this role 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 safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis. TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. 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 joining. 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.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale. On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.