Support Operations Analyst (WFM Capacity Planner)

mrisoftware; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work

HMO

Gym access

Annual leave

Job summary

MRI Software in Ortigas, Metro Manila, is seeking a Support Operations Analyst to optimize global support delivery. You will monitor workforce management, quality metrics, incident support, and documentation, partnering with client support teams.

The role requires an analytical, process-oriented candidate who can work across regions in a hybrid setup (2 days WFH). MRI offers HMO, gym access, and extensive annual leave as part of a diverse benefits package.

Qualifications

• 1-5 years of experience in support operations or related fields.
• Hands-on experience with Amazon Connect Workforce Management (WFM).
• Experience with CRM or support systems (Salesforce, Zendesk, Freshdesk).
• Strong analytical skills with ability to turn data into actionable insights.

Responsibilities

• Support workforce management tools and monitor service levels and productivity.
• Assist quality monitoring and report on KPIs and quality metrics.
• Support incident management, RCAs, and follow-up activities.
• Create and maintain clear process documentation for support delivery and ops.

Skills

WFM capacity

Amazon Connect

Data analytics

Process documentation

CRM systems

Cross-functional collaboration

Tools

Salesforce

Zendesk

Freshdesk

Job description

What You Will Do

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.

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.

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