Remote job · Business and finance
Workforce Management Analyst
- Remote (Philippines)
- A global education technology company
- Posted 8 Oct 2026
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Apply with Keywordise AIAbout the role
Support day-to-day operational management of a global technical support organization by aligning staffing, schedules and workload with customer demand across products, tiers, channels, regions and time zones.
What you will do
- Monitor support and escalation queues all day, including new, unassigned, pending, held, aging, high-priority and escalated tickets
- Assign and distribute tickets by availability, skills, product expertise, priority, workload and customer impact
- Flag tickets at risk of becoming complaints or escalations based on age, priority, sentiment, repeat contacts or stalled progress
- Ensure high-risk and escalated tickets have clear owners and keep moving toward resolution
- Balance workloads, redistribute work and report queue trends, bottlenecks, aging patterns and escalation risks
What they look for
- Experience in workforce management or operational coordination for a support organization
- Ability to monitor real-time staffing, availability, queue demand and service-level performance across contact channels
- Skill in coordinating intraday staffing adjustments for volume changes, absences and service-level risks
- Experience managing agent break and lunch schedules to maintain coverage
How it works
- 1Upload your CVSign up with Google or your email and add your CV. It takes about a minute.
- 2We tailor your applicationKeywordise writes a CV and a cover letter for this job from your real experience.
- 3We apply for youYour application goes to the employer and you follow it in your dashboard.
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