Workforce Management Analyst (Philippines Remote)

The Workforce Management Analyst plays a critical role in the day-to-day operational management of Turnitins global Technical Support organization. This role is responsible for ensuring customer demand is effectively managed by aligning staffing schedules and workload across products support tiers channels regions and time zones.

Serving as a central point of operational coordination the Workforce Management Analyst actively monitors Support and Escalation queues assigns and distributes tickets manages real-time staffing and coverage and identifies customer issues at risk of escalation. The role is expected to take proactive action to ensure tickets have clear ownership workloads remain balanced and customer issues continue progressing toward resolution.

The Workforce Management Analyst also supports forecasting scheduling and capacity planning to ensure resources are aligned with anticipated customer demand and service-level expectations.

Key Responsibilities:

Queue Ticket & Escalation Management

• Actively monitor Support and Escalation queues throughout the day including new unassigned pending hold aging high-priority and escalated tickets.
• Assign and distribute tickets to agents based on availability skill set product expertise priority workload and customer impact.
• Proactively identify tickets at risk of becoming customer complaints or escalations based on age priority customer sentiment repeated contacts lack of progress or established risk indicators.
• Ensure high-risk and escalated tickets have clear ownership and are actively progressing toward resolution.
• Monitor ticket handoffs across agents tiers regions and shifts to prevent gaps in ownership or delays in progression.
• Balance workloads across agents and teams and redistribute work when necessary to maintain queue health.
• Escalate significant customer queue or operational risks to the appropriate Team Lead or Manager when leadership intervention is required.
• Provide visibility into queue trends recurring bottlenecks aging patterns and escalation risks.

Real-Time Workforce & Coverage Management

• Monitor staffing levels agent availability queue demand and service-level performance in real time across customer contact channels.
• Coordinate intraday staffing adjustments in response to volume changes unexpected absences service-level risks and changing queue conditions.
• Manage and coordinate agent break and lunch schedules to maintain appropriate customer coverage throughout the day.
• Monitor meetings training coaching and other offline activities and recommend adjustments when customer demand requires additional coverage.
• Monitor schedule adherence and provide Team Leads and Managers with timely visibility into adherence concerns requiring follow-up.
• Coordinate workforce coverage and workload transitions across global regions and time zones to support continuity of service.

Forecasting Scheduling & Capacity Planning

• Develop short- medium- and long-term forecasts based on historical demand contact arrival patterns seasonality product trends and anticipated business changes.
• Develop schedules that align staffing with forecasted customer demand across regions products support tiers and customer contact channels.
• Analyze customer demand and contact patterns to identify staffing and coverage requirements.
• Identify current and future capacity gaps and provide recommendations regarding staffing levels shift structures schedules and resource allocation.
• Support workforce planning for peak periods examinations product releases planned events and other anticipated increases in customer demand.

Reporting & Operational Insights

• Prepare and distribute intraday daily weekly and monthly workforce and operational performance reporting.
• Monitor and report on key workforce and queue metrics including staffing coverage queue volume ticket aging backlog service levels workload distribution schedule adherence and forecast accuracy.
• Identify operational trends and emerging risks and provide actionable recommendations to Support leadership.
• Partner with Support Operations and leadership to continuously improve queue management scheduling forecasting and workforce-management processes.

Key Outputs

The role will be expected to deliver:

• Healthy Support and Escalation queues with clear ticket ownership and minimized aging.
• Timely assignment and distribution of customer tickets across available resources.
• Proactive identification and intervention on tickets at risk of becoming customer complaints or escalations.
• Appropriate real-time staffing coverage across channels regions and operating hours.
• Effective break lunch meeting and offline scheduling that protects customer coverage.
• Accurate workforce forecasts and schedules aligned with anticipated customer demand.
• Timely visibility and escalation of staffing capacity queue and customer-impact risks.
• Actionable workforce and operational reporting that enables Support leadership to make informed decisions.

Qualifications :

Essential:

• 24 years of experience in Workforce Management contact center operations queue management resource planning or a related customer support environment.
• Experience managing or monitoring customer support queues in a multi-channel environment including phone chat email and/or ticket-based support.
• Experience with real-time workforce management workload distribution scheduling and staffing coverage.
• Demonstrated ability to assess queue conditions prioritize work and make timely operational decisions.
• Strong analytical and problem-solving skills with the ability to interpret operational data and translate findings into action.
• Strong organizational skills with the ability to simultaneously monitor multiple queues priorities and operational conditions.
• Ability to recognize potential customer-impacting risks and proactively intervene before they result in service failures or escalations.
• Strong judgment and decision-making skills in a fast-paced operational environment.
• Strong written and verbal communication skills with the ability to clearly communicate risks required actions and recommendations.
• Ability to collaborate effectively with agents Team Leads Managers and cross-functional stakeholders.
• Strong proficiency with Excel or Google Sheets and experience using workforce management ticketing CRM contact center or reporting platforms.
• Ability to work effectively within a global organization supporting teams across multiple regions and time zones.

Desirable:

• Bachelors degree in Business Operations Analytics Mathematics Statistics or a related discipline or equivalent relevant professional experience.
• Experience with Zendesk or a comparable customer support/ticket management platform.
• Experience with workforce management and forecasting platforms.
• Experience supporting a global 247 Technical Support or contact center operation.
• Experience with capacity planning and short- medium- and long-term workforce forecasting.
• Experience developing or improving workforce-management processes dashboards and operational reporting.
• Experience within SaaS technology education technology or Technical Support.
• Experience supporting multiple products customer segments tiers or geographically distributed Support teams.

Additional Information :

Total Rewards @ Turnitin
At Turnitin we believe Total Rewards go far beyond pay. While salary bonus or commission are important theyre only part of the value you receive in exchange for your work.

Beyond compensation youll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. Youll also thrive in a culture free of politics surrounded by humble inclusive and collaborative teammates.

In addition our extrinsic rewards include generous time off and health and wellness programs that provide choice flexibility and a safety net for lifes challenges. Youll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitinit is the core of our products the way we treat each other and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when its hard.
• One Team: We strive to break down silos collaborate effectively and celebrate each others successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• Self-Care Days
• National Holidays*
• 2 Founder Days Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and unleash your potential alongside us join our team!

#LI-AC1

Remote Work :

Yes

Employment Type :

Full-time