{"id":2096297,"url":"https://alion.io/job/turnitin-workforce-management-analyst-philippines-remote","title":"Workforce Management Analyst (Philippines Remote)","company":{"id":7465,"name":"Turnitin","domain":"turnitin.com","url":"https://alion.io/company/turnitin","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2233},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-08T14:58:39Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-14T10:36:14Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.\nExperience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.\nTurnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.\n The Workforce Management Analyst plays a critical role in the day-to-day operational management of Turnitin’s 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.\nServing 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.\nThe Workforce Management Analyst also supports forecasting, scheduling, and capacity planning to ensure resources are aligned with anticipated customer demand and service-level expectations.\nKey Responsibilities:\nQueue, Ticket & Escalation Management\nActively monitor Support and Escalation queues throughout the day, including new, unassigned, pending, hold, aging, high-priority, and escalated tickets.\nAssign and distribute tickets to agents based on availability, skill set, product expertise, priority, workload, and customer impact.\nProactively 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.\nEnsure high-risk and escalated tickets have clear ownership and are actively progressing toward resolution.\nMonitor ticket handoffs across agents, tiers, regions, and shifts to prevent gaps in ownership or delays in progression.\nBalance workloads across agents and teams and redistribute work when necessary to maintain queue health.\nEscalate significant customer, queue, or operational risks to the appropriate Team Lead or Manager when leadership intervention is required.\nProvide visibility into queue trends, recurring bottlenecks, aging patterns, and escalation risks.\nReal-Time Workforce & Coverage Management\nMonitor staffing levels, agent availability, queue demand, and service-level performance in real time across customer contact channels.\nCoordinate intraday staffing adjustments in response to volume changes, unexpected absences, service-level risks, and changing queue conditions.\nManage and coordinate agent break and lunch schedules to maintain appropriate customer coverage throughout the day.\nMonitor meetings, training, coaching, and other offline activities and recommend adjustments when customer demand requires additional coverage.\nMonitor schedule adherence and provide Team Leads and Managers with timely visibility into adherence concerns requiring follow-up.\nCoordinate workforce coverage and workload transitions across global regions and time zones to support continuity of service.\nForecasting, Scheduling & Capacity Planning\nDevelop short-, medium-, and long-term forecasts based on historical demand, contact arrival patterns, seasonality, product trends, and anticipated business changes.\nDevelop schedules that align staffing with forecasted customer demand across regions, products, support tiers, and customer contact channels.\nAnalyze customer demand and contact patterns to identify staffing and coverage requirements.\nIdentify current and future capacity gaps and provide recommendations regarding staffing levels, shift structures, schedules, and resource allocation.\nSupport workforce planning for peak periods, examinations, product releases, planned events, and other anticipated increases in customer demand.\nReporting & Operational Insights\nPrepare and distribute intraday, daily, weekly, and monthly workforce and operational performance reporting.\nMonitor 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.\nIdentify operational trends and emerging risks and provide actionable recommendations to Support leadership.\nPartner with Support Operations and leadership to continuously improve queue management, scheduling, forecasting, and workforce-management processes.\nKey Outputs\nThe role will be expected to deliver:\nHealthy Support and Escalation queues with clear ticket ownership and minimized aging.\nTimely assignment and distribution of customer tickets across available resources.\nProactive identification and intervention on tickets at risk of becoming customer complaints or escalations.\nAppropriate real-time staffing coverage across channels, regions, and operating hours.\nEffective break, lunch, meeting, and offline scheduling that protects customer coverage.\nAccurate workforce forecasts and schedules aligned with anticipated customer demand.\nTimely visibility and escalation of staffing, capacity, queue, and customer-impact risks.\nActionable workforce and operational reporting that enables Support leadership to make informed decisions.\n Essential:\n2-4 years of experience in Workforce Management, contact center operations, queue management, resource planning, or a related customer support environment.\nExperience managing or monitoring customer support queues in a multi-channel environment, including phone, chat, email, and/or ticket-based support.\nExperience with real-time workforce management, workload distribution, scheduling, and staffing coverage.\nDemonstrated ability to assess queue conditions, prioritize work, and make timely operational decisions.\nStrong analytical and problem-solving skills with the ability to interpret operational data and translate findings into action.\nStrong organizational skills with the ability to simultaneously monitor multiple queues, priorities, and operational conditions.\nAbility to recognize potential customer-impacting risks and proactively intervene before they result in service failures or escalations.\nStrong judgment and decision-making skills in a fast-paced operational environment.\nStrong written and verbal communication skills with the ability to clearly communicate risks, required actions, and recommendations.\nAbility to collaborate effectively with agents, Team Leads, Managers, and cross-functional stakeholders.\nStrong proficiency with Excel or Google Sheets and experience using workforce management, ticketing, CRM, contact center, or reporting platforms.\nAbility to work effectively within a global organization supporting teams across multiple regions and time zones.\nDesirable:\nBachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, or a related discipline, or equivalent relevant professional experience.\nExperience with Zendesk or a comparable customer support/ticket management platform.\nExperience with workforce management and forecasting platforms.\nExperience supporting a global, 24×7 Technical Support or contact center operation.\nExperience with capacity planning and short-, medium-, and long-term workforce forecasting.\nExperience developing or improving workforce-management processes, dashboards, and operational reporting.\nExperience within SaaS, technology, education technology, or Technical Support.\nExperience supporting multiple products, customer segments, tiers, or geographically distributed Support teams.\n Total Rewards @ Turnitin\nAt Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.\nBeyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.\nIn addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll 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.\nOur Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.\nOur Values underpin everything we do.\nCustomer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.\nPassion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.\nIntegrity: Integrity is the heartbeat of Turnitin-it is the core of our products, the way we treat each other, and how we work with our customers and vendors.\nAction & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.\nOne Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.\nGlobal Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.\nGlobal Benefits\nRemote First Culture\nHealth Care Coverage*\nEducation Reimbursement*\nCompetitive Paid Time Off \nSelf-Care Days\nNational Holidays*\n2 Founder Days + Juneteenth Observed\nPaid Volunteer Time*\nCharitable contribution match*\nMonthly Wellness or Home Office Reimbursement/*\nAccess to Modern Health (mental health platform)\nParental Leave*\nRetirement Plan with match/contribution*\n* varies by country\nSeeing Beyond the Job Ad\nAt Turnitin, we recognize it’s 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 you’re willing to learn and unleash your potential alongside us, join our team!","description_format":"text","description_chars":10957,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Home office","Parental leave","Retirement plans","Wellness"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Higher Education","AI Content Detection"],"lifecycle":[{"event":"open","at":"2026-10-08T16:55:33Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.806,"p_room":0.9,"age_days":5,"expected_fill_days":15,"reasons":["conf:0","velocity","win:mid","comp:junior"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/turnitin-workforce-management-analyst-philippines-remote","json_url":"https://alion.io/job/turnitin-workforce-management-analyst-philippines-remote.json","meta":{"generated_at":"2026-10-14T10:49:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12782,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7465},"rest":"https://alion.io/mcp/rest/get_company?id=7465"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fturnitin-workforce-management-analyst-philippines-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fturnitin-workforce-management-analyst-philippines-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fturnitin-workforce-management-analyst-philippines-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/turnitin-workforce-management-analyst-philippines-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fturnitin-workforce-management-analyst-philippines-remote"}]}