Remote Workforce Management Analyst

Turnitin; Metro Manila; Remote; PHP 670,000 - 1,228,000; Full time

Benefits offered by this job

Remote first culture

Health coverage

Education reimbursement

Paid time off

Parental leave

Wellness programs

Job summary

Turnitin is seeking a Workforce Management Analyst to optimize its global Technical Support operations. You will monitor queues, forecast demand, and coordinate staffing across products, tiers, channels, regions, and time zones.

The role requires strong quantitative skills, experience in real-time workforce management, and the ability to translate data into resource plans. This is a remote-first opportunity with a global footprint and comprehensive rewards.

Qualifications

• Extensive experience in workforce management or contact-center operations.
• Able to monitor queues, staffing, and service levels in real time.
• Strong analytical skills to translate data into actionable decisions.
• Proficient with Excel/Google Sheets and reporting tools.

Responsibilities

• Monitor Support and Escalation queues daily and identify aging tickets.
• Assign tickets to agents based on availability, skills, and workload.
• Identify tickets at risk of escalation and ensure clear ownership.
• Coordinate real-time staffing adjustments across regions and time zones.
• Develop short- and long-term forecasts and scheduling plans.
• Produce regular workforce and operational performance reports.

Skills

Workforce management

Queue management

Data analysis

Excel/Sheets

Education

Bachelor’s degree in Business, Analytics, or related field

Tools

Zendesk

CRM platforms

Job description

Turnitin is seeking a Workforce Management Analyst to optimize its global Technical Support operations. You will monitor queues, forecast demand, and coordinate staffing across products, tiers, channels, regions, and time zones.

The role requires strong quantitative skills, experience in real-time workforce management, and the ability to translate data into resource plans. This is a remote-first opportunity with a global footprint and comprehensive rewards.