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Support Operations Manager, Analytics & Workforce
Location
United States
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
Support Operations Manager, Analytics & Workforce
Tekmetric
• Own the measurement, operating cadence, and people-systems backbone of our customer support organization. • Design the dashboards and KPI framework that span voice, chat, AI, and agent quality. • Lead the workforce management function, providing direction and oversight to a Senior Workforce Manager. • Partner closely with the operations counterpart who owns the support technology stack and AI strategy. • Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.
Job 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 — 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.
Benefits
- Enjoy the flexibility of remote work
- Competitive base salaries that reflect your value.
- Generous Paid Time Off, because we know you do your best work when you're well-rested.
- Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
- Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
- Keep growing with support for continuing education - we’re invested in your development.
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