Support Operations Manager, Analytics & Workforce

Reporting, Metrics & KPIs

• Own the design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance.
• Define and govern the KPI framework for the organization, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment rate.
• Leverage Gong and other QA data to surface call-quality trends, coaching opportunities, and process-improvement insights.
• Deliver regular performance reporting to leadership and present data-driven recommendations.
• Build unified reporting that blends AI-handled and agent-handled contact data across all channels.
• Own reporting configuration and data integrity within the support tools as it pertains to analytics; partner with the technology owner on the underlying system configuration.

Workforce Management

• Lead and develop the workforce management function; provide direction, coaching, and oversight 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 outcomes.
• Translate AI deflection trends into staffing and forecasting implications, partnering with the technology/AI owner who sets the deflection strategy.
• Own capacity and headcount planning: project staffing needs from volume forecasts and deflection trends, distinct from day-to-day scheduling.
• As the team scales, build the case for and lead hiring of additional WFM analysts or operations specialists as needed.

Quality Assurance Program

• Own the QA program end-to-to: scorecard design, calibration sessions, and sampling methodology — distinct from reading QA data for trends.
• Run regular calibration to keep scoring consistent across reviewers, and evolve the scorecard as products and policies change.
• Feed QA findings into the coaching loop, partnering with Support Managers who own the development conversations.

Process Improvement & Strategy

• Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.
• Partner with Support Managers to align 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 each to the right team.
• Contribute to queue architecture, routing philosophy, SLA policies, and escalation frameworks, partnering with the technology owner who builds and configures them.

Content, Enablement & Knowledge

• Own the knowledge base 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 find the right answer faster, including how to use the team’s AI tools.
• Provide operational reporting and process support to the Customer Success and Onboarding teams as a defined, scoped service.

Leadership & Team Oversight

• Serve as the senior owner and escalation point for analytics, WFM, and process decisions.
• Set goals and performance expectations for the functions you own and any future operations hires.
• Operate as a co-equal partner to the technology and AI operations owner, with a clear shared cadence for the seams where the two domains meet.