Workforce Management Analyst (Fully Remote)

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

• The Workforce Management Analyst ensures global Technical Support demand is effectively managed by aligning staffing, schedules, and workload across products, tiers, channels, and regions.
• This role monitors real-time queues, assigns tickets, balances workloads, and identifies at-risk issues before they escalated.

Key Responsibilities:

• Manage queue and ticket assignment, including high-priority and escalated items, to ensure clear ownership and timely progression.
• Coordinate real-time staffing, breaks, and offline activities to maintain optimal customer coverage across global time zones.
• Develop forecasts, schedules, and capacity plans based on historical demand, seasonality, and business changes.

Qualifications & Outcomes:

• Essential experience includes 2-4 years in workforce management, queue management, or contact center operations with strong analytical skills.
• The role delivers healthy queues, accurate forecasts, and actionable reporting to support leadership decisions.
• Turnitin offers a remote-first culture, comprehensive health care, parental leave, retirement plan, and generous time off.
• Additional perks include education reimbursement, wellness stipends, volunteer time, and access to a mental health platform.

Turnitin

Turnitin is a recognized innovator in global education, providing learning integrity and assessment solutions to over 16,000 academic institutions, publishers, and corporations in more than 185 countries. With a remote-first culture and team members across over 35 countries, Turnitin fosters a diverse, collaborative environment unified by a shared desire to make a difference in education.