Workforce Management Analyst (Fully Remote)

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 escalated. 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. 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. #J-18808-Ljbffr Turnitin