Workforce Analytics & Management Specialist (Live & Monetization)

Responsibilities

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.

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
- 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.
- 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.
- 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 escalate, 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 Qualification(s)
- 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 Qualification(s)
- 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.