Workforce Management Manager, Customer Support

Customer Support is one of the clearest ways practitioners and patients experience Fullscript. As we scale across more queues channels products and customer needs we need stronger workforce planning foundations to support service quality operational efficiency and a better agent experience.

Were looking for a Workforce Management Manager to build the structure discipline and operating rhythm behind our WFM function.

This is a hands-on manager-level role for someone who has worked inside high-volume support or contact center environments and knows how to turn volume handle time staffing shrinkage service levels routing and scheduling constraints into clear operating plans.

Youll assess our current workforce planning function improve forecasting and capacity models strengthen intraday operations evaluate tooling and help leaders make better decisions around coverage hiring routing scheduling and cost.

This role is not just about reporting on what happened. Its about building the operating rhythm models tools and trust that help Customer Support plan ahead instead of constantly reacting.

• Assess Fullscripts current WFM processes tooling reporting and operating rhythms then build a practical plan to mature the function.
• Own forecasting and capacity planning across multiple support queues channels and workflows including phone chat email tickets Tier 1 Tier 2 and operational support teams.
• Turn data from CRMs WFM tools and support platforms into staffing recommendations hiring plans training timelines schedules and coverage strategies.
• Build staffing models that account for contact volume order volume handle time shrinkage PTO training ramp time service levels occupancy wait times and abandonment risk.
• Partner with Support Finance Recruiting Training Product Data and operational leaders to align staffing plans with business priorities and customer experience goals.
• Design and improve scheduling practices across shifts PTO/vacation planning training blocks offline work and intraday coverage needs.
• Establish intraday management processes including queue monitoring reforecasting staffing adjustments escalation paths and real-time decision-making.
• Evaluate and improve routing strategies across phone chat email and ticket queues including skill-based routing queue prioritization load balancing and dynamic staffing allocation.
• Build dashboards documentation and operating cadences that make WFM planning more consistent visible and trusted.
• Use data to influence decisions defend recommendations and clearly explain the operational impact when recommendations are delayed or not approved.

• 5 years of experience in customer support contact center operations workforce management capacity planning or support operations ideally with progression from a call center environment into WFM.
• 2 years in a lead manager or functional owner role focused on workforce management real-time operations scheduling or capacity planning.
• Hands-on experience with WFM tools such as Assembled Playvox Verint NICE/IEX Calabrio Tymeshift or similar platforms.
• Strong understanding of forecasting capacity planning scheduling intraday management shrinkage occupancy utilization service levels adherence wait times and abandoned calls.
• Experience with interval-level staffing models queue-based planning real-time workforce management or Erlang C.
• Ability to turn volume productivity service-level and cost data into staffing models hiring plans scheduling recommendations and clear operational tradeoffs.
• Strong communication and interpersonal skills with the confidence to influence stakeholders push back when needed and defend recommendations with data.
• Comfort operating independently in a hands-on builder role. You can roll with ambiguity identify gaps build the process and keep the function moving without a large team around you.

• Experience with CRM or support tools such as Intercom Zendesk Salesforce Service Cloud Amazon Connect Talkdesk Five9 or similar systems.
• Experience designing advanced routing strategies across phone chat email ticketing and proactive outbound workflows.
• Experience supporting specialized or back-office queues such as escalations order operations labs operations or other non-frontline workflows.
• Experience partnering with Finance on workforce economics cost-to-serve headcount planning budget tradeoffs or staffing investment cases.

• Salary range:$90000 to $105000 CAD
• Remote-first flexibility to work where you work best with Ottawa Toronto or Calgary preferred for this role.
• Flexible PTO and competitive pay because work-life balance matters
• RRSP/401k match and stock options to invest in your future
• Premium benefits package with customizable coverage paramedical services and an HSA.
• Fullscript discounts to save on high-quality wellness products
• Continuous learning opportunities to grow your skills and career