Workforce Manager
Posted:
Position: Workforce Manager
Date Posted: July 1, 2026
Industry: SaaS / Automotive Technology / Customer Support Operations
Employment Type: Full Time (Remote)
Experience: Minimum 4 Years in Workforce Management or Contact Center Operations
Qualification: Bachelor’s Degree in Business Administration, Operations Management, Information Systems, or a Related Field Preferred
Location: United States (REMOTE)
Company: Tekmetric
Description:
Tekmetric is seeking an experienced Workforce Manager to join its Support Operations team. This remote role is ideal for professionals with a strong background in workforce management, forecasting, scheduling, and contact center operations. Candidates should be comfortable working in a fast-paced, data-driven environment while supporting voice and chat support channels.
The successful candidate will oversee workforce planning, monitor real-time queue performance, optimize AI-powered support systems, and ensure service level objectives are consistently achieved. This role also requires close collaboration with support leadership to improve operational efficiency and enhance customer support performance.
Key Responsibilities:
• Build workforce forecasts using historical trends, AI performance, and business growth projections.
• Create and manage staffing schedules across voice and chat support channels.
• Monitor real-time adherence and make intraday staffing adjustments to maintain service levels.
• Manage live queue performance and optimize ticket routing across support platforms.
• Configure and maintain Zendesk workflows, automations, views, and macros.
• Monitor AI chatbot performance and recommend improvements based on customer interactions.
• Maintain workforce dashboards and report on key operational metrics.
• Partner with support leaders on capacity planning, process improvements, and future staffing needs.
• Assist in developing workforce management procedures and mentoring future team members.
Requirements:
• Minimum 4 years of experience in workforce management or contact center operations.
• Hands-on experience with workforce forecasting, scheduling, and real-time queue management.
• Experience supporting voice and chat-based customer service teams.
• Strong analytical skills with experience using Excel, Google Sheets, SQL, or similar tools.
• Experience monitoring AI-powered chat platforms.
• Excellent communication and problem-solving skills.
• Experience with Zendesk and Intercom configuration is preferred.
• SaaS or technology industry experience is an advantage.
• Strong knowledge of:
• Workforce forecasting and scheduling
• Zendesk, Intercom, and AI-powered support platforms
• Service level management, reporting, and performance analytics
Benefits:
• Remote work flexibility.
• Competitive salary.
• Generous paid time off and paid family leave.
• Medical, dental, vision, and prescription coverage.
• Mental health support through BetterHelp.
• 401(k) retirement plan with 100% employer match on contributions up to 6%.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Life and AD&D insurance.
• Monthly wellness reimbursement.
• Home office setup bonus after one year of employment.
• Continuing education support and professional development opportunities.
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