Support Operations Analyst (WFM Capacity Planner)

The Support Operations Analyst (WFM Capacity Planner) plays a key role in enabling consistent, high-quality global support delivery and enablement at MRI Software. This position focuses on workforce management, quality monitoring, incident support, and operational process management and documentation. The role partners with global Client Support teams to analyze performance, improve processes, and ensure alignment across support delivery channels.

This role is well-suited for someone who is analytical, process-oriented, and comfortable working in a global, fast-paced support environment.

What You Will Do
Workforce Management & Performance

• Support workforce management tools, including Amazon Connect Workforce Management (WFM)
• Monitor service levels, utilization, and productivity trends, identifying risks and improvement opportunities
• Provide regular performance insights and operational analysis to support leadership decision-making

Quality Management

• Support quality monitoring activities across support interactions and channels.
• Help define, track, and report on key support KPIs and quality metrics
• Analyze performance data to identify trends, gaps, and areas for continuous improvement

Incident Management Support

• Monitor and communicate incident and high-priority issues
• Support incident-related documentation, tracking, RCAs and follow-up activities
• Collaborate cross functionally with global support and product teams to help identify systemic improvements

Process Documentation & Enablement

• Create and maintain clear process documentation related to:
  • Support delivery channels
  • Workforce management practices
  • Incident management processes
  • Quality standards and KPIs
• Ensure documentation remains accurate, up to date, and aligned globally
• Support enablement efforts related to new tools, reporting, and operational processes

Collaboration & Other Responsibilities

• Work closely with global stakeholders
• Support alignment of operational practices across regions and time zones
• Perform other job-related duties as assigned to support overall support delivery effectiveness

What We Are Looking For
Required Qualifications

• 1-5 years of experience in support operations, workforce management,
• Hands-on experience with Amazon Connect Workforce Management (WFM)
• Preferred experience using CRM or support systems such as:
  • Salesforce
  • Zendesk
  • Freshdesk
• Strong analytical skills with the ability to translate data into actionable insights
• Proven ability to document processes clearly and consistently
• Comfortable working with global teams and cross-functional stakeholders

Core Skills & Competencies

• Process-oriented mindset with a focus on continuous improvement
• Strong attention to detail and organizational skills
• Clear written and verbal communication skills
• Ability to manage multiple priorities in an operational environment
• Results-driven, proactive, and collaborative

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits