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Workforce Management Manager, Customer Support

1 month, 3 weeks ago
Canada
Full-time
manager
Operations Manager
Customer and Technical Support
CRM Load Balancing
Apply Now
Fullscript

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
251-1K
Founded 2011
$267M raised
View All Jobs 11

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

Apply Now

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