[Hiring] Workforce Management Manager, Customer Support @Fullscript

Role Description

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.

We’re 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.

You’ll 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. It’s about building the operating rhythm, models, tools, and trust that help Customer Support plan ahead instead of constantly reacting.

What you'll do

• Assess Fullscript’s 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.

Qualifications

• 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.

Bonus if you have

• 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.

Benefits

• Salary range: $90,000 to $105,000 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.