Support Operations Analyst (WFM and Quality)

Location: Manila, Philippines; hybrid working arrangement with 2 days working from home.

Company

hirify.global develops real estate software that supports thriving communities and delivers PropTech solutions for client support and property operations.

What you will do

• Support workforce management tools, including Amazon Connect Workforce Management, and monitor service levels, utilization, and productivity trends.
• Provide performance insights and operational analysis to support leadership decision-making.
• Support quality monitoring across support interactions and channels, including KPI and quality-metric reporting.
• Monitor and communicate incidents and high-priority issues, maintain tracking documentation, and support root-cause analysis and follow-up.
• Create and maintain documentation for support channels, workforce management, incident management, quality standards, and KPIs.
• Collaborate with global support, product, and cross-functional stakeholders to align operational practices across regions and time zones.

Requirements

• 1–5 years of experience in support operations, workforce management, quality, or service delivery roles.
• Hands-on experience with Amazon Connect Workforce Management.
• Strong analytical skills and the ability to translate data into actionable insights.
• Ability to document processes clearly and consistently.
• Strong attention to detail, organization, communication, prioritization, and continuous-improvement skills.
• Experience working with CRM or support systems such as Salesforce, Zendesk, or Freshdesk is preferred.

Culture & Benefits

• Hybrid work arrangement with 2 days working from home.
• Competitive salary package and career growth opportunities.
• HMO coverage with free dependent coverage upon hire.
• 20 annual leave credits, including 5 credits convertible to cash.
• 24/7 access to office gyms in Ortigas and Makati.
• Diverse, inclusive, and supportive work environment with employee resource groups and tailored development resources.