Support Operations Analyst (WFM and Quality)

mrisoftware; Manila; On-site; PHP 450,000 - 700,000; Full time

Benefits offered by this job

Hybrid work arrangement

HMO coverage with dependent option

Office gym access (24/7)

Job summary

MRI Software is seeking a Support Operations Analyst to help ensure consistent, high-quality global support. You will focus on workforce management, quality monitoring, incident support, and documentation, partnering with global Client Support teams to analyze performance and drive process improvements.

The role suits analytical, process-oriented professionals who thrive in a fast-paced, global support environment and collaborate across regions and time zones.

Qualifications

• 1–5 years in support operations, workforce management, quality, or service delivery.
• Hands-on experience with Amazon Connect Workforce Management (WFM).
• Familiarity with CRM or support systems such as Salesforce, Zendesk or Freshdesk.
• Strong analytical skills and ability to document processes clearly.

Responsibilities

• Support workforce management tools and monitor service levels and productivity trends.
• Provide performance insights and operational analysis for leadership decisions.
• Support quality monitoring and track KPIs and quality metrics.
• Assist incident management, RCAs, and follow-up activities.
• Create and maintain clear process documentation for delivery channels and operations.

Skills

Analytical skills

Process improvement

Documentation

Cross-functional collaboration

Tools

Amazon Connect WFM

Salesforce

Zendesk

Freshdesk

Job description

The Support Operations Analyst plays a key role in enabling consistent, high-quality global support delivery and enablement at MRI Software. This position focuses on workforce management, quality monitoring, incident support, and operational process management and documentation. The role partners with global Client Support teams to analyze performance, improve processes, and ensure alignment across support delivery channels.

This role is well-suited for someone who is analytical, process-oriented, and comfortable working in a global, fast-paced support environment.

What You Will Do

Workforce Management & Performance

• Support workforce management tools, including Amazon Connect Workforce Management (WFM)
• Monitor service levels, utilization, and productivity trends, identifying risks and improvement opportunities
• Provide regular performance insights and operational analysis to support leadership decision-making

Quality Management

• Support quality monitoring activities across support interactions and channels.
• Help define, track, and report on key support KPIs and quality metrics
• Analyze performance data to identify trends, gaps, and areas for continuous improvement

Incident Management Support

• Monitor and communicate incident and high-priority issues
• Support incident-related documentation, tracking, RCAs and follow-up activities
• Collaborate cross functionally with global support and product teams to help identify systemic improvements

Process Documentation & Enablement

• Create and maintain clear process documentation related to: Support delivery channels
• Workforce management practices
• Incident management processes
• Quality standards and KPIs

Ensure documentation remains accurate, up to date, and aligned globally

Support enablement efforts related to new tools, reporting, and operational processes

Collaboration & Other Responsibilities

• Work closely with global stakeholders
• Support alignment of operational practices across regions and time zones
• Perform other job‑related duties as assigned to support overall support delivery effectiveness

What We Are Looking For

Required Qualifications

• 1-5 years of experience in support operations, workforce management, quality, or service delivery roles
• Hands-on experience with Amazon Connect Workforce Management (WFM)
• Preferred experience using CRM or support systems such as: Salesforce
• Zendesk
• Freshdesk

• Strong analytical skills with the ability to translate data into actionable insights
• Proven ability to document processes clearly and consistently
• Comfortable working with global teams and cross-functional stakeholders

Core Skills & Competencies

• Process-oriented mindset with a focus on continuous improvement
• Strong attention to detail and organizational skills
• Clear written and verbal communication skills
• Ability to manage multiple priorities in an operational environment
• Results-driven, proactive, and collaborative

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identit