Support Operations Manager, Analytics & Workforce
New
Based in the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum of 5 years of experience in support operations, contact center operations, or a similar operational leadership role.
- Required Skills
- SQLData AnalysisMicrosoft ExcelQuality AssuranceSaaSZendesk
Requirements
- Minimum of 5 years of experience in support operations, contact center operations, or a similar operational leadership role.
- Proven experience designing KPI frameworks, operational dashboards, and executive-level reporting.
- Strong analytical skills with advanced proficiency in Excel, Google Sheets, SQL, or similar data analysis tools.
- Experience leading workforce management functions, including forecasting, scheduling strategy, capacity planning, and headcount management.
- Hands-on experience managing quality assurance programs, including scorecard design, calibration, and quality monitoring.
- Strong understanding of contact center operations across voice and chat support environments.
- Excellent communication and presentation skills.
- Experience working within SaaS or technology-driven customer support organizations.
- Familiarity with customer support platforms such as Zendesk or Intercom.
- Knowledge of AI-enabled customer support operations and workforce optimization.
Responsibilities
- Lead the design, maintenance, and optimization of support reporting dashboards and KPI frameworks.
- Deliver actionable performance insights to leadership by analyzing large datasets.
- Oversee the workforce management function, including forecasting, capacity planning, and headcount management.
- Manage and improve the quality assurance program, including scorecard development and calibration.
- Identify operational inefficiencies and lead cross-functional initiatives to improve workflows and automation.
- Own customer satisfaction reporting and quality feedback programs.
- Develop and maintain knowledge management processes and training standards.
- Partner with technology, AI, and Customer Success teams to align operational strategies.
- Provide leadership, coaching, and performance management for team members.
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