Global Support Ops & WFM Capacity Planner

mrisoftware; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work

HMO

Gym access

Annual leave

Job summary

MRI Software in Ortigas, Metro Manila, is seeking a Support Operations Analyst to optimize global support delivery. You will monitor workforce management, quality metrics, incident support, and documentation, partnering with client support teams.

The role requires an analytical, process-oriented candidate who can work across regions in a hybrid setup (2 days WFH). MRI offers HMO, gym access, and extensive annual leave as part of a diverse benefits package.

Qualifications

• 1-5 years of experience in support operations or related fields.
• Hands-on experience with Amazon Connect Workforce Management (WFM).
• Experience with CRM or support systems (Salesforce, Zendesk, Freshdesk).
• Strong analytical skills with ability to turn data into actionable insights.

Responsibilities

• Support workforce management tools and monitor service levels and productivity.
• Assist quality monitoring and report on KPIs and quality metrics.
• Support incident management, RCAs, and follow-up activities.
• Create and maintain clear process documentation for support delivery and ops.

Skills

WFM capacity

Amazon Connect

Data analytics

Process documentation

CRM systems

Cross-functional collaboration

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software in Ortigas, Metro Manila, is seeking a Support Operations Analyst to optimize global support delivery. You will monitor workforce management, quality metrics, incident support, and documentation, partnering with client support teams.

The role requires an analytical, process-oriented candidate who can work across regions in a hybrid setup (2 days WFH). MRI offers HMO, gym access, and extensive annual leave as part of a diverse benefits package.