Support Operations Manager, Analytics & Workforce

2 weeks, 6 days ago
Full-time
Senior
Data Science and Analytics
Tekmetric

Tekmetric

Tekmetric provides auto repair shop management software with digital vehicle inspections, estimates, repair orders, inventory, job progress, and customer communication to simplify and supercharge shop operations.

Automotive
51-250
Founded 2015

Description

  • Own the design, architecture, and maintenance of support dashboards across voice, chat, AI, and agent performance.
  • Define and govern the support KPI framework, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment rate.
  • Deliver regular performance reporting and data-driven recommendations to leadership.
  • Build unified reporting that combines AI-handled and agent-handled contact data.
  • Lead and develop the workforce management function, including direction and oversight of the Workforce Manager.
  • Define workforce management policies, scheduling philosophy, and operational playbooks.
  • Own capacity and headcount planning based on volume forecasts and deflection trends.
  • Own the QA program end-to-end, including scorecard design, calibration sessions, and sampling methodology.
  • Identify operational inefficiencies and lead process improvements to reduce handle time and increase deflection.
  • Own the knowledge base and content operations, including internal and customer-facing articles and content workflows.

Requirements

  • 5+ years of experience in support operations, contact center operations, or a related field, including leadership or ownership experience.
  • Strong proficiency in dashboard and KPI framework design.
  • Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL.
  • Experience leading or developing a workforce management function or operations team, including capacity and headcount planning.
  • Experience owning a QA or quality program, including scorecard design, calibration, and sampling.
  • Hands-on contact center experience across voice and chat channels.
  • Strong communication skills with the ability to translate operational data into leadership-ready insights.
  • Background in SaaS or technology-sector contact centers.
  • Experience with support technology stacks such as Zendesk and Intercom (including Fin) as a power user and data consumer, preferred.
  • Familiarity with AI tools and how deflection and containment translate into staffing needs, preferred.
  • Experience owning a CSAT program and a knowledge base or content operation, preferred.
  • Hands-on experience with WFM and QA tooling and processes, preferred.

Benefits

  • Flexible remote work and hybrid/remote work models depending on location.
  • Competitive base salary.
  • Generous paid time off.
  • Paid maternity leave, parental bonding leave, and medical leave for you or loved ones.
  • Comprehensive medical, dental, vision, and prescription coverage, with 100% premium coverage for employee-only plans and 50% family cost coverage.
  • Free, confidential counseling through BetterHelp.
  • 401(k) retirement savings plan with a 100% employer match on contributions up to 6%.
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
  • Life and AD&D insurance.
  • Up to $60/month toward fitness, mental health, or other wellness expenses.
  • $300 home office setup bonus after one year of employment.
  • Support for continuing education.

Interested in this position?

Apply directly on the company website

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