Support Operations Analyst (WFM Capacity Planner)

Location: Manila, Philippines. Hybrid working arrangement with 2 days working from home; office attendance at the Ortigas location is required.

Company

hirify.global develops real estate software and PropTech solutions for communities, property organizations, and client support operations.

What you will do

• Support workforce management tools, including Amazon Connect Workforce Management (WFM).
• Monitor service levels, utilization, productivity, support KPIs, and quality metrics, providing actionable insights to leadership.
• Support quality monitoring across support interactions and channels and identify trends, gaps, and improvement opportunities.
• Monitor and communicate incidents and high-priority issues, maintain tracking and documentation, and support root-cause analysis and follow-up.
• Create and maintain documentation for support channels, workforce management, incident management, quality standards, and operational processes.
• Collaborate with global support and product teams to align operational practices across regions and time zones and support enablement for new tools and processes.

Requirements

• 1–5 years of experience in support operations or workforce management.
• Hands-on experience with Amazon Connect Workforce Management (WFM).
• Strong analytical skills with the ability to turn data into actionable insights.
• Ability to document processes clearly and consistently, with strong attention to detail and organization.
• Clear written and verbal communication skills and the ability to manage multiple priorities.
• Comfort working with global teams and cross-functional stakeholders; experience with Salesforce, Zendesk, or Freshdesk is preferred.

Culture & Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive salary package and HMO coverage with free dependent coverage upon hire.
• 20 annual leave days, including 5 credits convertible to cash.
• Free 24/7 access to office gyms in Ortigas and Makati.
• Prime Ortigas office location with access to MRT stations, restaurants, and banks.