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Turnitin seeks a Workforce Management Analyst to manage day-to-day operations of its global Technical Support organization. This role serves as a central operational hub, ensuring customer demand is effectively met by aligning staffing, schedules, and workload across products, support tiers, channels, regions, and time zones.
Key responsibilities include:
**Queue, Ticket & Escalation Management:** Monitor Support and Escalation queues throughout the day, identifying 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 escalation based on age, priority, customer sentiment, repeated contacts, or lack of progress. 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. Balance workloads and redistribute work as needed. Escalate significant risks to Team Leads or Managers. Provide visibility into queue trends, bottlenecks, aging patterns, and escalation risks.
**Real-Time Workforce & Coverage Management:** Monitor staffing levels, agent availability, queue demand, and service-level performance across customer contact channels in real time. Coordinate intraday staffing adjustments in response to volume changes, unexpected absences, service-level risks, and queue conditions. Manage and coordinate agent break and lunch schedules to maintain customer coverage. Monitor meetings, training, coaching, and offline activities, recommending adjustments when needed. Monitor schedule adherence and provide visibility into concerns. Coordinate workforce coverage and workload transitions across global regions and time zones.
**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 aligning staffing with forecasted demand across regions, products, support tiers, and 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, and other anticipated demand increases.
**Reporting & Operational Insights:** Prepare and distribute intraday, daily, weekly, and monthly workforce and operational performance reporting. Monitor and report on key metrics including staffing coverage, queue volume, ticket aging, backlog, service levels, workload distribution, schedule adherence, and forecast accuracy. Identify operational trends and emerging risks, providing actionable recommendations to Support leadership. Partner with Support Operations and leadership to continuously improve queue management, scheduling, forecasting, and workforce-management processes.
Turnitin is a 25+ year-old global education technology company serving over 16,000 academic institutions, publishers, and corporations across 185+ countries. The company offers learning integrity solutions including Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Turnitin operates a remote-first culture with team members in 35+ countries.
**Requirements:**
**Essential:**
- 2–4 years of experience in Workforce Management, contact center operations, queue management, resource planning, or related customer support environment
- Experience managing or monitoring customer support queues in a multi-channel environment (phone, chat, email, 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 ability to interpret operational data and translate findings into action
- Strong organizational skills with ability to simultaneously monitor multiple queues, priorities, and operational conditions
- Ability to recognize potential customer-impacting risks and proactively intervene before service failures or escalations
- Strong judgment and decision-making skills in fast-paced operational environment
- Strong written and verbal communication skills with 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 global organization supporting teams across multiple regions and time zones
**Desirable:**
- Bachelor's degree in Business, Operations, Analytics, Mathematics, Statistics, or related discipline, or equivalent relevant professional experience
- Experience with Zendesk or comparable customer support/ticket management platform
- Experience with workforce management and forecasting platforms
- Experience supporting global, 24×7 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
