Support Operations Analyst (WFM and Quality)

Job description

The Support Operations Analyst 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, quality, or service delivery roles 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 About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!