Support Operations Manager, Analytics & Workforce

Tekmetric

7h•Hybrid

About The Position

Tekmetric is seeking a Support Operations Manager, Analytics & Workforce to lead the measurement, operating cadence, and people-systems backbone of its customer support organization. This is a high-impact, cross-functional leadership role responsible for reporting and analytics, the KPI framework, the quality-assurance program, workforce management and capacity planning, process improvement, and content and enablement across voice and chat channels. The role involves designing dashboards and KPI frameworks, leading the workforce management function, and partnering with the operations counterpart who owns the support technology stack and AI strategy. The ideal candidate thinks in systems and metrics, can translate complex datasets into clear direction, and holds operations accountable to its numbers.

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.

Nice To Haves

Experience with support technology stacks such as Zendesk and Intercom (including Fin) as a power user and data consumer.
Familiarity with AI tools and how deflection and containment translate into staffing needs.
Experience owning a CSAT program and a knowledge base or content operation.
Hands-on experience with WFM and QA tooling and processes.

Responsibilities

Own the 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.
Leverage Gong and other QA data to surface call-quality trends, coaching opportunities, and process-improvement insights.
Deliver regular performance reporting to leadership and present data-driven recommendations.
Build unified reporting that blends AI-handled and agent-handled contact data across all channels.
Own reporting configuration and data integrity within the support tools as it pertains to analytics; partner with the technology owner on the underlying system configuration.
Lead and develop the workforce management function; provide direction, coaching, and oversight to the Workforce Manager.
Define and govern WFM policies, scheduling philosophy, and operational playbooks.
Set goals and performance expectations for the WFM function and hold it accountable to service-level outcomes.
Translate AI deflection trends into staffing and forecasting implications, partnering with the technology/AI owner who sets the deflection strategy.
Own capacity and headcount planning: project staffing needs from volume forecasts and deflection trends, distinct from day-to-day scheduling.
As the team scales, build the case for and lead hiring of additional WFM analysts or operations specialists as needed.
Own the QA program end-to-end: scorecard design, calibration sessions, and sampling methodology — distinct from reading QA data for trends.
Run regular calibration to keep scoring consistent across reviewers, and evolve the scorecard as products and policies change.
Feed QA findings into the coaching loop, partnering with Support Managers who own the development conversations.
Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.
Partner with Support Managers to align operational data with coaching and development programs.
Own the CSAT/DSAT program end-to-end, including categorizing DSATs to separate product feedback from agent feedback and routing each to the right team.
Contribute to queue architecture, routing philosophy, SLA policies, and escalation frameworks, partnering with the technology owner who builds and configures them.
Own the knowledge base and content operation — internal and customer-facing articles, comms, and the content-request workflow across teams.
Establish enablement and training standards that help agents reduce handle time and find the right answer faster, including how to use the team’s AI tools.
Provide operational reporting and process support to the Customer Success and Onboarding teams as a defined, scoped service.
Serve as the senior owner and escalation point for analytics, WFM, and process decisions.
Set goals and performance expectations for the functions you own and any future operations hires.
Operate as a co-equal partner to the technology and AI operations owner, with a clear shared cadence for the seams where the two domains meet.

Benefits

Flexibility of remote work
Competitive base salaries
Generous Paid Time Off
Paid maternity leave
Paid parental bonding leave
Paid medical leave
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage
Free, confidential counseling through BetterHelp
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Life and Accidental Death & Dismemberment (AD&D) Insurance
Up to $60/month toward fitness, mental health, or wellness
$300 home office setup bonus after one year of employment
Support for continuing education