Support Operations Manager, Analytics & Workforce

🔥 20 hours ago

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Tekmetric

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Venture Round on 2022-03

Tekmetric is a management software designed for auto repair shops. Businesses can easily create customer profiles, schedule customer appointments, perform digital vehicle inspections, upload photos, build repair orders with built-in labor guides, manage inventory, track parts, monitor job workflows, set custom labor rates, shop fees, and taxes, send texts and emails to customers, measure job profitability, gross sales, technician hours spent, and more. By leveraging data, shops of all sizes can improve efficiency, productivity, and profitability.

📋 Description

• 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.

🎯 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.