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.

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.

What You'll Be Doing:

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

Daily Systems Tuning & Reporting

Handle daily configuration adjustments across support tools to keep workflows running smoothly
Maintain WFM-specific dashboards and reporting on schedule adherence, occupancy, and service levels
Track and report on core KPIs including SLA adherence, AHT, occupancy, and AI containment rate
Maintain data integrity in scheduling and queue data, escalating systemic issues as needed

Process & Collaboration

Recommend operational improvements to reduce handle time and improve coverage and deflection
Maintain WFM scheduling procedures and operational documentation
Partner with Support Managers and team leads to align staffing with coaching and development needs
As the function scales, help onboard and mentor future WFM analysts or operations specialists

What You'll Bring:

Required

4+ years of experience in workforce management or contact center operations
Hands-on contact center experience across voice and chat channels
Demonstrated ability to build and manage workforce forecasts and schedules
Hands-on experience with real-time queue management and intraday adherence
Strong proficiency in building dashboards and reports
Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL
Experience working with AI chat tools and monitoring their performance
Strong communication skills with the ability to translate operational data into clear, actionable insights

Preferred

Hands-on configuration experience with Zendesk (triggers, automations, views, macros) and Intercom (routing, inboxes, Fin)
Background in SaaS or technology-sector contact centers

Why You'll Love Working With Us

Health & Wellness That Have You Covered:

Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses.

Workforce Manager