Support Operations Manager, Analytics & Workforce
New
T
TekmetricSaaS / Auto Repair
Remote, USFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years
- Required Skills
- SQLMicrosoft ExcelQuality AssuranceData analyticsSaaSGoogle Sheets
Requirements
- 5+ years of experience in support operations, contact center operations, or a related field, including time in a leadership or ownership capacity.
- 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.
Responsibilities
- Design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance.
- Define and govern the KPI framework for the organization, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment rate.
- Lead and develop the workforce management function, including capacity and headcount planning.
- Own the QA program end-to-end, including scorecard design, calibration sessions, and sampling methodology.
- Identify operational inefficiencies and lead initiatives to improve workflows and reduce handle time.
- Own the knowledge base and content operation, establishing enablement and training standards.
View Full Description & ApplyYou'll be redirected to the employer's site
