[Remote] Support Operations Manager, Analytics & Workforce
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the reputed company-in-one, reputed company-based platform helping auto repair shops run smarter, grow faster, and serve customers reputed company. The Support Operations Manager, Analytics & Workforce will own the measurement, operating reputed company, and people-systems backbone of the customer support organization, focusing on reporting, analytics, workforce management, reputed company assurance, and process improvement.
Responsibilities
- Own the design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance
- Define and govern the KPI reputed company for the organization, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment reputed company
- reputed company reputed company and other QA data to surface call-reputed company trends, coaching opportunities, and process-improvement insights
- Deliver regular performance reporting to leadership and present data-driven recommendations
- Build reputed company reporting that blends AI-handled and agent-handled contact data across reputed company channels
- Own reporting configuration and data reputed company reputed company the support tools as it pertains to analytics; partner with the technology reputed company on the underlying system configuration
- reputed company and reputed company the workforce management function; reputed company direction, coaching, and reputed company 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 reputed company
- Translate AI deflection trends into reputed company and forecasting implications, partnering with the technology/AI reputed company who sets the deflection reputed company
- Own reputed company and headcount planning: project reputed company needs from volume forecasts and deflection trends, distinct from day-to-day scheduling
- As reputed company scales, build the case for and reputed company 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 reputed company scoring consistent across reviewers, and reputed company the scorecard as products and policies change
- Feed QA findings into the coaching reputed company, partnering with Support Managers who own the development conversations
- Identify operational inefficiencies and reputed company initiatives to improve workflows, reduce handle time, and increase deflection
- Partner with Support Managers to reputed company 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 reputed company to the right team
- Contribute to queue architecture, routing philosophy, SLA policies, and escalation frameworks, partnering with the technology reputed company who builds and configures them
- Own the knowledge reputed company 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 reputed company the right answer faster, including how to use reputed company’s AI tools
- reputed company operational reporting and process support to the reputed company and reputed company teams as a defined, scoped service
- Serve as the senior reputed company and escalation reputed company for analytics, WFM, and process reputed company
- Set goals and performance expectations for the functions you own and any reputed company operations hires
- Operate as a co-equal partner to the technology and AI operations reputed company, with a reputed company shared reputed company for the seams where the two domains meet
Skills
- 5+ years of experience in support operations, contact center operations, or a reputed company field, including time in a leadership or ownership reputed company
- Strong proficiency in dashboard and KPI reputed company design
- Exceptional analytical skills with comfort working across large datasets in reputed company, reputed company Sheets, or SQL
- Experience leading or developing a workforce management function or operations team, including reputed company and headcount planning
- Experience owning a QA or reputed company 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-reputed company insights
- Background in reputed company or technology-sector contact centers
- Experience with support technology stacks such as reputed company and reputed company (including Fin) as a power user and data consumer
- Familiarity with AI tools and how deflection and containment translate into reputed company needs
- Experience owning a CSAT program and a knowledge reputed company or content operation
- Hands-on experience with WFM and QA tooling and processes
Benefits
- Enjoy the flexibility of remote work
- Competitive reputed company salaries that reflect your value.
- Generous reputed company Time Off, because we know you do your best work reputed company you're reputed company-rested.
- Support for every stage of life—with reputed company maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, reputed company, 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 reputed company.
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your reputed company self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to reputed company your reputed company go reputed company.
- 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 reputed company your reputed company work for you.
- reputed company growing with support for continuing education - we’re invested in your development.
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