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 escalate.

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.

Benefits:

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.

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