Global Workforce Planner & Real-Time Operations Analyst

Turnitin; Metro Manila; Remote; PHP 360,000 - 720,000; Full time

Benefits offered by this job

Remote First Culture

Health Care Coverage

Education Reimbursement

Paid Time Off

Parental Leave

Retirement Plan

Job summary

Turnitin is seeking a Workforce Management Analyst to optimize global technical support staffing, workloads, and scheduling. You will monitor queues, allocate tickets, and ensure coverage across regions and time zones to meet service levels.

The role emphasizes forecasting, capacity planning, and performance reporting, with a remote-first culture and a focus on collaboration and continuous improvement.

Qualifications

• 2-4 years in Workforce Management or contact center ops.
• Experience with multi-channel queues and real-time staffing.
• Strong analytical and problem-solving skills.
• Ability to communicate risks and actions clearly.
• Proficient with Excel or Google Sheets and WFM platforms.

Responsibilities

• Monitor queues and escalate tickets as needed.
• Manage real-time staffing, schedules, and coverage.
• Forecast demand and create staffing plans.
• Produce intraday and periodic performance reports.
• Provide actionable recommendations to leadership.
• Collaborate with teams across regions and time zones.

Skills

Workforce Management

Queue Management

Staffing & Scheduling

Data Analysis

Excel

Cross-functional collaboration

Education

Bachelor's degree in Business/Analytics or related

Tools

Zendesk

CRM systems

Excel or Google Sheets

Job description

Turnitin is seeking a Workforce Management Analyst to optimize global technical support staffing, workloads, and scheduling. You will monitor queues, allocate tickets, and ensure coverage across regions and time zones to meet service levels.

The role emphasizes forecasting, capacity planning, and performance reporting, with a remote-first culture and a focus on collaboration and continuous improvement.