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KPI Management
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.
- Deliver regular performance reporting to leadership and present data-driven recommendations.
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.
- Own capacity and headcount planning: project staffing needs from volume forecasts and deflection trends.
Quality Assurance & Process Improvement:
- Own the QA program end-to-end: scorecard design, calibration sessions, and sampling methodology.
- Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.
- Own the CSAT/DSAT program end-to-end, including categorizing DSATs to separate product feedback from agent feedback.
Tekmetric
Tekmetric is an all-in-one cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Officially founded in Houston in 2017, Tekmetric has grown from a single shop's vision to the industry's leading solution with a culture of transparency, integrity, innovation, and a service-first mindset.