Workforce Manager

Administration
United States
2 July 2026
Full Time Remote

Job Overview

  • Date Posted
    2 July 2026
  • Location
    United States
  • Expiration date
    31 July 2026
  • Experience
    Relevant Experience
  • Gender
    Any
  • Qualification
    Diploma
  • Career Level
    Mid - Level

Job Description

Job Title: Workforce Manager

Company: Tekmetric

Location: United States | REMOTE

Employment Type: Full‑time

Salary: Competitive Salary (Not Explicitly Disclosed)

Experience Required: Minimum 4 Years in Workforce Management or Contact Center Operations

Role Overview

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. 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.

Primary Accountabilities

  • Build precise workforce forecasts utilizing historical trends, AI performance data, and corporate growth projections.

  • Construct and manage operational staffing schedules across multiple voice and digital chat support channels.

  • Monitor real-time agent adherence and execute quick intraday staffing adjustments to satisfy target service levels.

  • Supervise live queue volume variations and optimize ticketing paths across standard corporate platforms.

  • Configure and maintain complex Zendesk configurations, automated workflows, custom views, and operational macros.

  • Review AI chatbot performance analytics and roll out process updates based on regular customer interaction logs.

  • Maintain clean workforce dashboards to track and report on key intraday performance metrics.

Skills & Experience Required

  • Education: Bachelor’s Degree in Business Administration, Operations Management, Information Systems, or a related field is preferred.

  • Technical Systems: High proficiency in configuring Zendesk or Intercom platforms; strong data analysis skills via Microsoft Excel, Google Sheets, or SQL.

  • Specialized Knowledge: Prior experience monitoring AI-powered chat ecosystems alongside traditional multi-channel customer service environments.

  • Industry Background: Previous experience navigating the SaaS or technology industry is an advantage.

  • Core Competencies: Exceptional real-time queue management, predictive capacity modeling, and analytical reporting metrics.

What We Offer

  • 100% remote work flexibility with a home office setup bonus after one year of tenure

  • Comprehensive medical, dental, vision, and prescription coverage, plus mental health support via BetterHelp

  • 401(k) retirement plan offering a 100% employer match on contributions up to 6%

  • Generous paid time off, paid family leave, and a monthly wellness reimbursement stipend

How to Apply

Submit your application directly through the portal: Apply Here

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