Workforce Management Analyst

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.

Serving 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.

The Workforce Management Analyst also supports forecasting, scheduling, and capacity planning to ensure resources are aligned with anticipated customer demand and service-level expectations.

Key Responsibilities:

Queue, Ticket & Escalation Management

• Actively monitor Support and Escalation queues throughout the day, including 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 becoming customer complaints or escalations based on age, priority, customer sentiment, repeated contacts, lack of progress, or established risk indicators.
• 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 in ownership or delays in progression.
• Balance workloads across agents and teams and redistribute work when necessary to maintain queue health.
• Escalate significant customer, queue, or operational risks to the appropriate Team Lead or Manager when leadership intervention is required.
• Provide visibility into queue trends, recurring bottlenecks, aging patterns, and escalation risks.

Real-Time Workforce & Coverage Management

• Monitor staffing levels, agent availability, queue demand, and service-level performance in real time across customer contact channels.
• Coordinate intraday staffing adjustments in response to volume changes, unexpected absences, service-level risks, and changing queue conditions.
• Manage and coordinate agent break and lunch schedules to maintain appropriate customer coverage throughout the day.
• Monitor meetings, training, coaching, and other offline activities and recommend adjustments when customer demand requires additional coverage.
• Monitor schedule adherence and provide Team Leads and Managers with timely visibility into adherence concerns requiring follow-up.
• Coordinate workforce coverage and workload transitions across global regions and time zones to support continuity of service.

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 that align staffing with forecasted customer demand across regions, products, support tiers, and customer contact 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, planned events, and other anticipated increases in customer demand.

Reporting & Operational Insights

• Prepare and distribute intraday, daily, weekly, and monthly workforce and operational performance reporting.
• Monitor 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.
• Identify operational trends and emerging risks and provide actionable recommendations to Support leadership.
• Partner with Support Operations and leadership to continuously improve queue management, scheduling, forecasting, and workforce-management processes.

Key Outputs

The role will be expected to deliver:

• Healthy Support and Escalation queues with clear ticket ownership and minimized aging.
• Timely assignment and distribution of customer tickets across available resources.
• Proactive identification and intervention on tickets at risk of becoming customer complaints or escalations.
• Appropriate real-time staffing coverage across channels, regions, and operating hours.
• Effective break, lunch, meeting, and offline scheduling that protects customer coverage.
• Accurate workforce forecasts and schedules aligned with anticipated customer demand.
• Timely visibility and escalation of staffing, capacity, queue, and customer-impact risks.
• Actionable workforce and operational reporting that enables Support leadership to make informed decisions.