Remote Global Workforce Planner – Tech Support

Turnitin, LLC; Metro Manila; Remote; PHP 600,000 - 900,000; Full time

Job summary

Turnitin, LLC is seeking a Workforce Management Analyst to optimize global support operations. The role focuses on aligning staffing, schedules, and workload across products, regions, and time zones to ensure timely resolution and high service levels.

You will monitor queues, assign tickets, and coordinate coverage in a remote-first, globally distributed team. Ideal candidates have 2–4 years in workforce management, experience with multi-channel support, and strong data analytics.

Qualifications

• 2–4 years of experience in workforce management or related
• Experience monitoring multi-channel support queues
• Experience with real-time staffing, scheduling, and coverage
• Strong analytical and organizational skills
• Ability to communicate risks and actions clearly

Responsibilities

• Monitor Support queues and escalations; ensure ownership and progress
• Coordinate real-time staffing and coverage across channels and regions
• Develop forecasts and schedules aligned to anticipated demand
• Prepare and distribute workforce performance reports and metrics
• Identify risk signals and propose corrective actions to leadership

Skills

Workforce management

Queue management

Excel/Sheets

Data analysis

Education

Bachelor's degree in Business/Analytics or related

Tools

Zendesk

CRM systems

Job description

Turnitin, LLC is seeking a Workforce Management Analyst to optimize global support operations. The role focuses on aligning staffing, schedules, and workload across products, regions, and time zones to ensure timely resolution and high service levels.

You will monitor queues, assign tickets, and coordinate coverage in a remote-first, globally distributed team. Ideal candidates have 2–4 years in workforce management, experience with multi-channel support, and strong data analytics.