Support Operations Manager, Analytics & Workforce

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the measurement, operational cadence, and the foundational people-systems of our customer support team.

• Create dashboards and a KPI framework that encompasses voice, chat, AI, and agent performance.

• Oversee the workforce management function, offering guidance and oversight to a Senior Workforce Manager.

• Collaborate closely with the operations counterpart responsible for the support technology infrastructure and AI strategy.

• Identify operational inefficiencies and spearhead initiatives to enhance workflows, minimize handle time, and boost deflection.

⛳️ Requirements

• Over 5 years of experience in support operations, contact center operations, or a related field, including leadership or ownership roles.

• High proficiency in designing dashboards and KPI frameworks.

• Outstanding analytical skills with the ability to work comfortably with large datasets in Excel, Google Sheets, or SQL.

• Experience in leading or developing a workforce management function or operations team, including capacity and headcount planning.

• Proven experience managing a QA or quality program, including scorecard design, calibration, and sampling.

• Practical experience in contact centers across voice and chat channels.

• Excellent communication skills, capable of translating operational data into insights suitable for leadership.

• Experience 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, as we understand that you perform best when well-rested.

• Support for all life stages, including 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 plans, we cover 100% of premiums and 50% of costs for families.

• Prioritizing your mental health: access free, confidential counseling through our BetterHelp partnership.

• 401(k) Retirement Savings Plan with a 100% employer match on contributions up to 6%—a benefit for your future self.

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) designed to maximize your financial resources.

• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.

• Wellness benefits tailored to your needs: receive up to $60/month for fitness, mental health, or almost anything that promotes your well-being.

• After one year of employment, you will receive a $300 home office setup bonus to enhance your workspace.

• Continue growing with support for ongoing education—we are committed to your development.