Global Workforce Management Analyst

Turnitin

Manila

Hybrid

PHP 700,000 - 1,100,000

Full time

9 days ago

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Benefits offered by this job

Remote-first culture

Health & wellness programs

Education reimbursement

Generous time off

Job summary

Turnitin is seeking a Workforce Management Analyst to optimize global Technical Support operations. You will monitor queues, balance workloads, assign tickets, and forecast capacity across regions and time zones.

You will forecast demand, develop schedules, and deliver actionable insights to leadership while ensuring service levels. This remote-first role supports a global team, prioritizing customer outcomes and operational excellence.

Qualifications

2–4 years of experience in Workforce Management, contact center operations, queue management, or related customer support environment.
Experience with real-time workforce management and staffing in a multi-channel environment.
Strong analytical and problem-solving skills; ability to translate data into action.

Responsibilities

Monitor support and escalation queues and assign tickets to agents based on availability and skills.
Coordinate real-time staffing across regions, channels, and time zones.
Forecast, schedule, and plan capacity to meet demand and SLA.
Produce intraday to monthly performance reports and provide actionable insights.
Identify risks and intervene to prevent escalations and service failures.