Workforce Analytics & Management Specialist (Live & Monetization)

Overview

This specialist role focuses on supporting and optimizing safety operations by aligning workforce supply with business requirements, managing both internal capacities and vendor support, and responding to real-time operational demands. The central goal is to maintain productivity, service quality, and scale the safety operations effectively.

Role Summary

The role balances data-driven automation and hands-on efficiency management. Approximately two-thirds of the time is dedicated to developing and refining automated data pipelines and reporting tools, primarily using Python and SQL. The remaining third involves applying data insights to monitor and enhance operational efficiency across specific markets and moderation sites.

Core Responsibilities

• Design, maintain, and continuously improve automated Python and SQL data pipelines that generate daily efficiency and live-monitoring reports.
• Proactively detect and resolve data inconsistencies, broken dependencies, or logical errors before they affect downstream reporting.
• Innovate by exploring AI and automation technologies to streamline workflows, accelerate reporting, and highlight insights more effectively.
• Collaborate with workforce management and data engineering teams through code reviews, documentation, and adherence to best practices within shared codebases.
• Build customized analyses and data-driven tools to aid operational decisions across the Live & Monetization business.
• Participate actively in real-time monitoring by using automated systems to track and manage queue performance for numerous moderation queues spanning global locations.
• Generate clear, timely incident reports (P0/P1) and updates for leadership during critical operational events.
• Enhance alerting and escalation protocols within monitoring tools for continuous improvement.
• Manage efficiency metrics such as SLA compliance, average handle time (AHT), utilization rate, and productivity for assigned content moderation sites.
• Detect underperformance early, conduct root-cause analyses, and coordinate with site leads and cross-functional teams to resolve issues promptly.
• Understand market capacity and saturation dynamics to anticipate operational risks and prevent incidents.
• Collaborate with operations, planning, training, and vendor partners to design and implement strategies for efficiency improvements while managing accountability.
• Communicate performance insights and gap analyses effectively through written reports and regular leadership discussions.

Qualifications

• Bachelor's degree or higher in Mathematics, Statistics, Computer Science, Information Systems, or related fields.
• Proficient in Python with the ability to write clean, maintainable code and troubleshoot others' scripts.
• Advanced SQL skills capable of handling complex queries, understanding query optimization and working with large datasets.
• Experienced in using pandas for comprehensive data manipulation and analysis.
• Hands-on experience developing and maintaining automated reporting pipelines or data workflows.
• Strong analytical capabilities to identify anomalies or noteworthy patterns in data and communicate findings effectively.
• Preferred: familiarity with real-time monitoring or operational intelligence platforms.
• Preferred: background in content moderation, business process outsourcing (BPO), or contact center environments is advantageous but not required.
• Preferred: keen interest in using AI or language model-based tools to enhance or automate data analytics.
• Preferred: experience in fast-paced, global, cross-functional teams working environments.

Trust & Safety Considerations

Due to the nature of the content monitored—ranging from everyday media to sensitive issues such as bullying, hate speech, child safety, and depictions of harm—this position involves daily exposure to potentially distressing material. The company is dedicated to supporting employee wellbeing with comprehensive programs addressing physical and mental health to ensure a supportive and sustainable work environment.

About the Company

TikTok is a leading platform for short-form mobile videos, driven by the mission to inspire creativity and bring joy globally. Headquartered in Los Angeles and Singapore, with additional offices worldwide, TikTok fosters a diverse and innovative workplace where employees are encouraged to learn, innovate, and make impactful contributions daily.

Diversity and Inclusion

The organization actively promotes an inclusive culture valuing diverse skills, experiences, and perspectives. The workplace reflects the global audience it serves, championing diverse voices and creating a welcoming environment for all employees.