Workforce Intelligence & Real-Time Ops Engineer

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

Job summary

TikTok is seeking a Workforce Analytics & Management Specialist to advance data‑driven efficiency across global moderation sites. The role is hybrid: two‑thirds coding automated Python/SQL pipelines and one‑third turning insights into operational action for site performance.

You will own data pipelines, monitor real‑time queues, report incidents, and partner with Ops, Planning, and Vendor Management to drive capacity and productivity improvements.

Qualifications

• Bachelor's degree or above in Mathematics, Statistics, Computer Science, Information Systems or other related majors.
• Proficiency in Python: you write clean, maintainable scripts and are comfortable debugging other people's code.
• Strong SQL skills: you can write complex queries, understand indexing and query performance, and work confidently with large datasets.
• Practical experience with pandas for data manipulation, transformation, and analysis.
• Experience building or maintaining automated reporting pipelines or data workflows.
• Strong analytical thinking — you can look at a dataset, identify what's wrong or interesting, and communicate it clearly.

Responsibilities

• Own, maintain, and iterate on the automated Python/SQL pipelines that power our daily site-efficiency and real-time monitoring reports.
• Ensure report integrity — proactively identify data quality issues, broken dependencies, or logic errors before they surface downstream.
• Continuously explore how AI and automation tooling can reduce manual toil, improve reporting speed, and surface insights more effectively.
• Collaborate with the broader WFM and data engineering teams to contribute code reviews, documentation, and best practices for shared codebases.
• Build ad-hoc analyses and data products that support operational decision-making across the L&M business.
• Participate in the team’s real-time monitoring function, leveraging automated tooling to track queue performance across hundreds of moderation queues and multiple global sites simultaneously.
• Generate and distribute status updates and P0/P1 incident reports to leadership and operational stakeholders in a clear, timely, and structured manner during performance‑critical events.
• Help maintain and improve the alerting and escalation logic within our monitoring systems.
• Take ownership of efficiency performance for an assigned portfolio of content moderation sites, monitoring KPIs including SLA attainment, AHT, Utilisation Rate (UR), and productivity against defined targets.
• Identify underperforming sites early — before issues compound — and initiate rapid root‑cause analysis in partnership with site leads and cross‑functional teams.
• Develop a clear understanding of capacity dynamics and saturation signals across your markets, and use that understanding to anticipate risks before they become incidents.
• Work collaboratively with XFN partners (Ops, Planning, Training, Vendor Management, and others) to design and implement improvement plans. Know when to loop in, and how to drive accountability.
• Communicate performance insights and gap analyses clearly in writing and in regular reviews with operations leadership.

Skills

Python

SQL

Pandas

Data pipelines

Analytical thinking

Education

Bachelor's degree or above

Job description

TikTok is seeking a Workforce Analytics & Management Specialist to advance data‑driven efficiency across global moderation sites. The role is hybrid: two‑thirds coding automated Python/SQL pipelines and one‑third turning insights into operational action for site performance.

You will own data pipelines, monitor real‑time queues, report incidents, and partner with Ops, Planning, and Vendor Management to drive capacity and productivity improvements.