Workforce Manager

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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 day-to-day execution of workforce management across our voice and chat support channels. • Turn strategy into execution by building forecasts, owning schedules, managing queues in real time, and configuring systems for service levels. • Build and maintain staffing forecasts using historical volume, AI deflection trends, and business growth projections. • Create and manage agent schedules across voice and chat channels to meet SLA targets. • Monitor real-time adherence and make adjustments to maintain coverage and service levels. • Track utilization, performance trends, and volume heatmaps along with WFM KPIs; report findings to the Support Operations Manager. • Support capacity planning for future hiring needs. • Manage live queue performance and make daily adjustments to optimize ticket flow. • Monitor Fin AI chatbot performance against containment, deflection, and CSAT targets and recommend improvements.

🎯 Requirements

• 4+ years of experience in workforce management or contact center operations • Hands-on contact center experience across voice and chat channels • Demonstrated ability to build and manage workforce forecasts and schedules • Hands-on experience with real-time queue management and intraday adherence • Strong proficiency in building dashboards and reports • Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL • Experience working with AI chat tools and monitoring their performance • Strong communication skills with the ability to translate operational data into clear, actionable insights.

🏖️ 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.