Support Operations Analyst (WFM Capacity Planner)

MRI India; Manila; On-site; PHP 420,000 - 650,000; Full time

Benefits offered by this job

Hybrid working arrangement (2 days WFH

HMO coverage with dependents

Gym access and office facilities

Volunteer time off

Job summary

MRI Software is seeking a Support Operations Analyst (WFM Capacity Planner) to stabilize global support delivery through workforce management, quality monitoring, incident support, and process governance.

Based in Metro Manila, the role collaborates with global Client Support teams, leveraging WFM tools and CRM systems to drive continuous improvement and scalable operations.

Qualifications

• 1–5 years of experience in support operations or workforce management.
• Hands-on experience with Amazon Connect Workforce Management (WFM).
• Experience with CRM or support systems such as Salesforce, Zendesk or Freshdesk.
• Strong analytical skills with ability to translate data into insights.
• Clear documentation of processes; comfortable with global stakeholders.

Responsibilities

• Manage workforce planning and monitor performance metrics to spot risks and improvements.
• Support quality monitoring, track KPIs, and report findings for leadership decisions.
• Support incident management and document RCAs and follow-ups.
• Create and maintain documentation for processes, tools, and KPIs.

Skills

Workforce management

Analytical skills

Process documentation

Cross-functional collaboration

WFM tooling

Tools

Amazon Connect WFM

Salesforce

Zendesk

Freshdesk

Job description

The Support Operations Analyst (WFM Capacity Planner) 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, 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 identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself! At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: Join our employee‑led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional‑specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work‑life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram