Find Demand response services Jobs in Dublin, D

Workforce & Queue Management Analyst
TikTok —Dublin, County Dublin
- Microsoft Excel
- Social media management
- SQL
International Wealth Investor Relations - Associate / AVP
Kohlberg Kravis Roberts & Co. —Dublin, County Dublin
- English
- No degree
7d
Contact Centre Agent- Part Time-1
Europcar —Dublin, County Dublin
- Part-time
- Sales
- Customer service
- English
- Annual leave
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National Distribution Control Centre Dispatcher
ESB —Dublin, County Dublin
- €33,000–€40,000 a year
- Weekend availability
- Windows
- IT
- Computer skills
1d
Supply Planner ( 12 Months Fixed Term Contract )
Viatris —Northern Cross, County Dublin
- Full-time
- Microsoft Excel
- Microsoft Office
- Analysis skills
Compliance Officer
National Gallery of Ireland —Dublin, County Dublin
- €38,803–€44,030 a year
- Weekend availability
- Microsoft Office
- Administrative experience
- Project management
- Annual leave
Security Supervisor (STARS Lead)
Securitas Ireland —Dublin, County Dublin
- €47,000 a year
- Overtime
- Customer service
- English
- Microsoft Office
- Employee assistance program
- Referral programme
Quick apply
8d
Technical Delivery Manager, Charles River Development, Assistant Vice President
State Street —Dublin, County Dublin
- Full-time
- Microsoft Excel
- Engineering
- Microsoft Office
14d
Recruiter / Talent Acquisition Specialist (Construction Sector) - 12-month Fixed Term Contract
Turner & Townsend —Dublin, County Dublin
- Full-time
- Hybrid work
- English
- Recruiting
- Organisational skills
Quick apply
6d
Senior Manager, Operations Supply Planner
Bristol-Myers Squibb —Dublin, County Dublin
- Full-time
- Microsoft Excel
- ERP systems
- Analysis skills
Capacity Planning Manager, CDP EMEA
Amazon Data Services Ireland Limited —Dublin, County Dublin
- Full-time
- AWS
- Leadership
- Analytics
Aircraft Appearance Operative
Sky Handling Partner —Dublin, County Dublin
- €14.79–€14.94 an hour
- Part-time
- English
- No degree
- Employee assistance program
- Sick pay
Quick apply
Site Leader/ Operations Director
Jabil Circuit —Dublin, County Dublin
- Full-time
- English
- Microsoft Office
- Master's degree
Ground Handling Agent
Sky Handling Partner —Dublin, County Dublin
- €27,865–€31,200 a year
- Weekend availability
- English
- No degree
- Employee assistance program
- Sick pay
Quick apply
SAP HR & Payroll Functional Consultant
Tata Consultancy Services —Dublin, County Dublin
- Call to connect
- ERP systems
- Leadership
- Communication skills
Driving Agent
Sky Handling Partner —Dublin, County Dublin
- €16 an hour
- Weekend availability
- English
- No degree
- Employee assistance program
- Sick pay
Quick apply
Senior Manager, Network Supply Planner
Bristol-Myers Squibb —Dublin, County Dublin
- Full-time
- Microsoft Excel
- Engineering
- ERP systems
- Annual leave
9d
Coach Driver
Sky Handling Partner —Dublin, County Dublin
- €17.53–€17.70 an hour
- Weekend availability
- English
- No degree
- Employee assistance program
- Sick pay
Quick apply
Senior Site Reliability Engineer - Ireland
Heidi —Dublin, County Dublin
- Full-time
- Hybrid work
- DevOps
- AWS
- Mentoring
- Work from home
Duty Manager
Jump Zone —Sandyford, County Dublin
- €30,000–€34,000 a year
- 8 hour shift
- First Aid Certification
- Leadership
- Communication skills
- Employee discount
Quick apply
1d

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Workforce & Queue Management Analyst

TikTok -
Dublin, County Dublin

Apply Now

Job details

Qualifications

Power BI
Microsoft Excel
Visual Basic
Social media management
Tableau
SQL
Analysis skills
Project management
VBA
Pivot tables
Data visualisation

Full job description

Customer Service

Workforce & Queue Management Analyst

Location
:

Dublin

Employment Type
:

Regular

Job Code
:

A117060A

Responsibilities

About the Role
As a Workforce & Queue Management (WFQM) Analyst, you will be the architectural backbone of our Global Customer Support operations. Moving beyond simple monitoring, you will play a critical role in building a scalable operational foundation that balances cost efficiency with world-class service levels.
You will drive the full end-to-end WFM cycle—translating long-term capacity plans into precise weekly operational forecasts, building optimized schedules for our In-House teams, and acting as the governance auditor for our BPO Partner network. Simultaneously, you will own the technical configuration of our ticketing ecosystem (ByteHi), ensuring every user query is intelligently routed to the right agent at the right time.

Key Responsibilities
1. Forecasting & Capacity Planning

Operational Forecasting: Translate monthly long-term capacity plans into precise Weekly, Daily, and Interval-level operational forecasts for Volume and AHT across multiple Lines of Business (LOBs).
Modeling: Utilize Erlang-C (Chat) and Workload (Ticket) models to generate "Required Headcount" projections, factoring in shrinkage, occupancy targets, and arrival patterns.
Accuracy: Drive continuous improvement in Forecast Accuracy by analyzing variance drivers such as seasonality, product launches, and policy changes.

2. Scheduling & Staffing Strategy

In-House Scheduling: Own the scheduling lifecycle for internal Tier 2 teams using ByteWorks. Build and optimize shift patterns that balance business demand with agent work-life balance (including shift swaps/bidding).
Partner Governance: Act as the "Auditor" for our BPO Tier 1 network. Review weekly Partner Staffing Plans against provided forecasts to ensure vendors are committing to the required "Heads-on-Seats."
Efficiency: Optimize shrinkage planning (scheduling breaks, coaching, and training) to maximize utilization without causing agent burnout.

3. Queue & System Configuration

Routing Architecture: Manage the configuration of the ByteHi ticketing system. Design and maintain the "Master Queue Map," ensuring skill groups, routing rules, and labels are logically structured for accurate reporting.
Intake Governance: manage the centralized change management process for all configuration requests, ensuring changes are assessed for impact before implementation.
User Access Management: Oversee the technical onboarding and offboarding lifecycle, ensuring agents have timely access to tools (VDI, ByteHi) while maintaining strict security compliance.

4. Real-Time Management (RTM) & Reporting

Mission Control: monitor real-time dashboards to identify SLA risks. Execute intraday levers (OT, VTO, Skill Changes) to protect Response Times (2-min Chat / 24hr Ticket).
Root Cause Analysis: Conduct deep-dive analysis on Service Level deviations to identify underlying drivers (e.g., forecast variance, shrinkage spikes, system outages) and provide actionable recommendations to Operations leadership to prevent recurrence.
Performance Analytics: Automate and publish daily/weekly performance reports (SLA, Adherence, Occupancy).

Qualifications

Minimum Qualifications

Experience: 3+ years of experience in Workforce Management (WFM) or Operations Analysis within a high-volume Contact Center, BPO, or Tech environment.
WFM Tooling: Proven proficiency with enterprise WFM systems (e.g., ByteWorks, IEX, Verint, Teleopti, or similar) specifically in Forecasting and Scheduling modules.
Queue Config: Hands-on experience with ticketing/CRM system configuration (Routing logic, Skill groups, IVR flows).
Analytical Skills: Advanced Excel/Google Sheets skills (Complex formulas, Pivot tables, VBA/Scripts) and the ability to translate data into actionable operational recommendations.
Communication: Strong ability to influence stakeholders, from BPO Vendor Leads to Internal Operations Managers.

Preferred Qualifications

Data Visualization: Proficiency in SQL and visualization tools (Power BI, Tableau) to automate reporting pipelines.
Project Management: Experience leading small-to-medium operational improvement projects (e.g., implementing a new shift pattern or roster system).
Knowledge of Content/Safety: Prior experience in Trust & Safety or Social Media support environments.

Job Information

Trust & Safety

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 TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Apply Now

Refine Your Search

demand response services jobs in dublin, d

Workforce & Queue Management Analyst

International Wealth Investor Relations - Associate / AVP

Contact Centre Agent- Part Time-1

National Distribution Control Centre Dispatcher

Supply Planner ( 12 Months Fixed Term Contract )

Compliance Officer

Security Supervisor (STARS Lead)

Technical Delivery Manager, Charles River Development, Assistant Vice President

Recruiter / Talent Acquisition Specialist (Construction Sector) - 12-month Fixed Term Contract

Senior Manager, Operations Supply Planner

Capacity Planning Manager, CDP EMEA

Aircraft Appearance Operative

Site Leader/ Operations Director

Ground Handling Agent

SAP HR & Payroll Functional Consultant

Driving Agent

Senior Manager, Network Supply Planner

Coach Driver

Senior Site Reliability Engineer - Ireland

Duty Manager

I want to receive the latest job alerts for demand response services in dublin, d

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