Workforce Management Analyst (Philippines Remote)

The Workforce Management Analyst plays a critical role in the day-to-day operational management of Turnitin’s global Technical Support organization, ensuring customer demand is effectively managed by aligning staffing, schedules, and workload. This role actively monitors support queues, assigns tickets, manages real-time staffing, and identifies risks of escalation to ensure timely resolution. The position also supports forecasting, scheduling, and capacity planning to align resources with anticipated customer demand and service-level expectations.