Remote Global Support Workforce Planner

Turnitin; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Education reimbursement

Wellness stipends

Volunteer time

Mental health platform

Remote-first culture

Job summary

Turnitin is seeking a Workforce Management Analyst to optimize global Technical Support staffing across products and regions. You will monitor real-time queues, assign tickets, and balance workloads to maintain service levels.

The role emphasizes forecasting, scheduling, and capacity planning based on historical demand and seasonality, with a remote-first culture supporting teams across time zones. Strong analytical skills are essential.

Qualifications

• 2–4 years in workforce management, queue management, or contact center operations.
• Strong analytical skills and data-driven decision making.
• Experience delivering reporting to leadership.

Responsibilities

• Manage queue and ticket assignment to ensure ownership and timely progression.
• Coordinate real-time staffing, breaks, and coverage across global time zones.
• Develop forecasts, schedules, and capacity plans based on historical demand.

Skills

Workforce management

Queue management

Data analysis

Forecasting

Education

Bachelor's degree in a related field

Tools

Excel

SQL

Power BI

Job description

Turnitin is seeking a Workforce Management Analyst to optimize global Technical Support staffing across products and regions. You will monitor real-time queues, assign tickets, and balance workloads to maintain service levels.

The role emphasizes forecasting, scheduling, and capacity planning based on historical demand and seasonality, with a remote-first culture supporting teams across time zones. Strong analytical skills are essential.