Workforce Analytics & Management Specialist (Live & Monetization)

TikTok; Singapore; Hybrid; SGD 90,000 - 130,000; Full time

Job summary

TikTok is seeking a Workforce Analytics & Management Specialist in Singapore to focus on data-driven automation and real-time performance management. The role combines building and refining Python/SQL pipelines with applying insights to improve efficiency across multiple moderation sites.

You will work closely with WFM, data engineering, and operations teams to monitor KPIs, identify risks, and drive actionable improvements in a fast-paced, global environment.

Qualifications

• Bachelor’s degree in Mathematics, Statistics, CS, IS, or related fields.
• Proficiency in Python with clean, maintainable code.
• Strong SQL skills and experience handling large datasets.
• Practical experience with pandas for data manipulation and analysis.
• Experience building automated reporting pipelines or data workflows.
• Strong analytical thinking and clear communication.

Responsibilities

• Own, maintain, and iterate on automated Python/SQL pipelines that power daily site-efficiency and real-time monitoring reports.
• Ensure report integrity - identify data quality issues, broken dependencies, or logic errors before they surface downstream.
• Explore how AI and automation tooling can reduce manual toil and surface insights more effectively.
• Collaborate with WFM and data engineering teams for 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 real-time monitoring, leveraging automated tooling to track queue performance across hundreds of moderation queues and multiple global sites.
• Generate and distribute status updates and P0/P1 incident reports to leadership and stakeholders during critical events.
• Help maintain and improve the alerting and escalation logic within monitoring systems.
• Take ownership of efficiency performance for an assigned portfolio of content moderation sites, monitoring KPIs including SLA attainment, AHT, UR, and productivity.
• Identify underperforming sites early and initiate rapid root-cause analysis with site leads and cross-functional teams.
• Develop understanding of capacity dynamics and saturation signals across markets to anticipate risks.
• Collaborate with XFN partners to design and implement improvement plans and drive accountability.
• Communicate performance insights and gaps in regular reviews with operations leadership.

Skills

Python

SQL

Pandas

Automated reporting pipelines

Data analysis

Education

Bachelor's degree in Mathematics, Statistics, Computer Science, Information Systems or related majors

Job description

Responsibilities

About the team

The team ensures that safety operations are adequately resourced, optimized, and future-ready. By aligning workforce supply with business needs, managing vendors and internal capacity, and responding to real-time changes, the team plays a central role in maintaining service levels, productivity, and long term scalability of safety operations.

About the role

We are looking for a Workforce Analytics & Management Specialist who leans heavily towards the data and automation side of the WFM discipline. This is a hybrid role: roughly two-thirds of your time will be spent writing, maintaining, and improving the code and automated pipelines that underpin our reporting ecosystem, while the remaining third will be spent applying those insights to actively manage the efficiency performance of the markets and sites you are assigned to.

Responsibilities

1. Data Engineering & Automation (Primary Focus)

• 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.

2. Real-time Monitoring & Incident Reporting

• 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.

3. Site Efficiency Performance Management

• 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 escalation, who to loop in, and how to drive accountability.
• Communicate performance insights and gap analyses clearly in writing and in regular reviews with operations leadership.

Qualifications

Minimum 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.

Preferred Qualifications

• Exposure to real-time monitoring or operational intelligence tooling.
• Familiarity with the content moderation, BPO, or contact-centre operating environment (helpful context, but not a requirement).
• Demonstrated interest in applying AI or LLM-based tooling to automate or enhance analytical workflows.
• Experience working cross-functionally in fast-paced, global operations environments.

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.