WFM Analytics & Automation Specialist — Real-Time Ops

TikTok; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

TikTok is seeking a Workforce Analytics & Management Specialist focused on data and automation to optimize safety operations. The role balances building and improving Python/SQL pipelines with applying insights to improve site efficiency across moderated content markets.

You will own automated data workflows, monitor real-time queues, and collaborate with Ops, Planning, Training, and Vendor teams to drive improvements. A data-driven mindset and experience with large datasets are essential.

Qualifications

• Bachelor's degree or above in Mathematics, Statistics, Computer Science, Information Systems or related majors.
• Proficiency in Python: write clean, maintainable scripts and debug code.
• Strong SQL skills: write complex queries, understand indexing and performance.
• Practical experience with pandas for data manipulation, transformation, and analysis.
• Experience building or maintaining automated reporting pipelines or data workflows.
• Strong analytical thinking to identify insights and communicate them clearly.

Responsibilities

• Own, maintain, and iterate on automated Python/SQL pipelines powering daily site-efficiency and real-time reports.
• Ensure report integrity by identifying data quality issues and breaking dependencies before they surface.
• Explore AI and automation tooling to reduce manual toil and surface insights.
• Collaborate with WFM and data engineering teams on shared codebases and best practices.
• Build ad-hoc analyses and data products to support operational decisions.
• Participate in real-time monitoring, tracking queue performance across sites and generating incident reports.
• Help maintain alerting and escalation logic in monitoring systems.
• Own efficiency performance for assigned sites, monitoring KPIs like SLA attainment, AHT, UR, and productivity.
• Identify underperforming sites and perform root-cause analysis with cross-functional teams.
• Understand capacity dynamics and saturation signals to anticipate risks.
• Work with cross-functional partners to design and implement improvements.
• Communicate performance insights in writing and in reviews with leadership.

Skills

Python

SQL

pandas

Automated reporting

Analytical thinking

Education

Bachelor's degree or above in Mathematics/Statistics/CS/IS

Job description

TikTok is seeking a Workforce Analytics & Management Specialist focused on data and automation to optimize safety operations. The role balances building and improving Python/SQL pipelines with applying insights to improve site efficiency across moderated content markets.

You will own automated data workflows, monitor real-time queues, and collaborate with Ops, Planning, Training, and Vendor teams to drive improvements. A data-driven mindset and experience with large datasets are essential.