Fullscript

Fullscript provides a platform that enables healthcare practitioners to create personalized supplement plans and recommend professional-grade supplements to their patients, enhancing patient care and treatment adherence through convenient ordering and ...

Health Care Providers & Services

Health Care

251-1K (540)

Founded 2011

$267M raised

17 open positions

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Workforce Management Manager, Customer Support

1 week, 5 days ago

Canada

Full-time

manager

Operations Manager

Customer and Technical Support

CRM Load Balancing

Apply Now

Fullscript

Health Care Providers & Services

251-1K

Founded 2011

$267M raised

View All Jobs 17

Description

Assess current workforce management processes, tooling, reporting, and operating rhythms, and create a plan to mature the function.
Own forecasting and capacity planning across multiple support queues, channels, and workflows.
Translate CRM, WFM, and support platform data into staffing recommendations, hiring plans, training timelines, schedules, and coverage strategies.
Build staffing models that account for 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 on staffing and customer experience priorities.
Design and improve scheduling practices, including shifts, PTO planning, training blocks, offline work, and intraday coverage.
Establish intraday management processes such as queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making.
Evaluate and improve routing strategies across phone, chat, email, and ticket queues.
Build dashboards, documentation, and operating cadences to make workforce planning more consistent and trusted.
Use data to influence decisions and clearly explain the operational impact of delayed or declined recommendations.

Requirements

5+ years of experience in customer support, contact center operations, workforce management, capacity planning, or support operations.
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 operational tradeoffs.
Strong communication and interpersonal skills with the ability to influence stakeholders and defend recommendations with data.
Comfort operating independently in a hands-on builder role and working effectively through ambiguity.
Preferred: experience with CRM or support tools such as Intercom, Zendesk, Salesforce Service Cloud, Amazon Connect, Talkdesk, Five9, or similar systems.
Preferred: experience designing advanced routing strategies across phone, chat, email, ticketing, and proactive outbound workflows.
Preferred: experience supporting specialized or back-office queues such as escalations, order operations, labs operations, or other non-frontline workflows.
Preferred: experience partnering with Finance on workforce economics, cost-to-serve, headcount planning, budget tradeoffs, or staffing investment cases.

Benefits

Salary range of $90,000 to $105,000 CAD.
Remote-first flexibility with Ottawa, Toronto, or Calgary preferred for this role.
Flexible PTO and competitive pay.
RRSP/401k match and stock options.
Premium benefits package with customizable coverage, paramedical services, and an HSA.
Fullscript discounts on wellness products.
Continuous learning opportunities to grow your skills and career.

Interested in this position?

Apply directly on the company website

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