Support Operations Manager, Analytics & Workforce
Tasks
- Analyze contact center metrics
- Categorize DSAT feedback
- Create performance reporting for leadership
- Define KPI framework
- Define queue architecture and routing philosophy
- Design support dashboards
- Develop WFM policies and playbooks
- Drive coaching loop using QA findings
- Establish agent enablement and training standards
- Govern reporting and data integrity
- Identify process improvement opportunities
- Implement QA sampling methodology
- Lead workforce management function
- Own CSAT DSAT program
- Own capacity and headcount planning
- Own knowledge base and content operation
- Provide operational support to customer success and onboarding
- Run QA scorecard calibration
- Serve as escalation point for analytics and operations
Perks/Benefits
Skills/Tech-stack
AI Containment | Average Handle Time | Capacity Planning | Contact center | Contact center operations | Content Enablement | Customer satisfaction | Dashboards | Excel | First Contact Resolution | Google Sheets | Handle Time | Headcount planning | Intercom | KPI Framework | Knowledge Base | Knowledge base management | Quality Assurance | Queue management | Routing | SQL | Sampling methodology | Scorecard Calibration | Service Level | Service Level Agreement | Time to Resolution | Workforce Management | Zendesk
Education
N/A
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