Workforce Manager

About the role

We are looking for a Senior Workforce Manager to own the day-to-day execution of workforce management across our voice and chat support channels. This is a senior individual-contributor role focused on forecasting, scheduling, real-time queue and adherence management, and the daily tuning of the systems that keep our support operation running on target. You will turn strategy into execution. Working from the framework and targets set by the Support Operations Manager - to whom this role reports - you will build the forecasts, own the schedules, manage the queues in real time, and make the daily configuration and AI-monitoring adjustments that protect service levels. This role is built for someone who lives in the data and the dashboards, reacts quickly to intraday swings, and takes pride in hitting SLA day after day.

Responsibilities

• Workforce Management & Scheduling
• Build and maintain staffing forecasts using historical volume, AI deflection trends, and business growth projections
• Create and manage agent schedules across voice and chat channels to meet SLA targets
• Monitor real-time adherence and make intraday adjustments to maintain coverage and service levels
• Track utilization, performance trends, and volume heatmaps along with other WFM KPIs; report findings to the Support Operations Manager
• Support capacity planning efforts for future hiring needs
• Real-Time Queue & Channel Management
• Manage live queue performance day to day, within the queue architecture and SLA policies set by the Support Operations Manager
• Make daily adjustments to Zendesk triggers, automations, views, and macros to optimize ticket flow
• Manage chat routing and inbox configuration in Intercom to balance agent workloads in real time
• Apply routing and escalation rules and flag needed changes to the escalation framework
• Daily AI Performance Monitoring (Intercom Fin)
• Monitor Fin AI chatbot performance daily against containment, deflection, and CSAT targets
• Review unresolved and escalated AI conversations to identify gaps and recommend improvements to bot flows and intents
• Surface daily and weekly trends in AI performance and feed observations back to inform optimization strategy and potential product gaps or enhancements
• Adjust forecasts as bot performance shifts and flag material changes to the Support Operations Manager
• Dai

Benefits

Additional Information

About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop's vision to the industry's leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we're not just building software. We're building a movement. We're empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we're building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results - no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you'll feel right at home here. We're direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager's). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves - but if you're driven by meaningful work and real results, it's deeply rewarding. You'll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you'll thrive. If that energizes you, we can't wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection . We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. The hours for this role are 6am-3pm CT / 7am-4pm ET.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at tekmetric? Share your experience