Workforce Management Manager, Customer Support

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Fullscript

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

⚕️ Healthcare Insurance

🧘 Wellness

☁️ SaaS

💰 $240M Private Equity Round on 2021-11

Healthcare Insurance • Wellness • SaaS

Fullscript is a comprehensive platform that facilitates whole person care for healthcare providers. It integrates industry-leading lab testing, high-quality supplements, and a suite of tools designed to enhance patient adherence and outcomes. Fullscript offers features like personalized patient plans, evidence-based templates, patient engagement tools, and seamless wholesale ordering of supplements. The platform also integrates with top EHR systems to streamline workflows for healthcare practitioners, making it easier for them to provide effective care. With Fullscript, patients can manage their health routines more conveniently, and providers can create personalized care plans with the support of clinical evidence and insights.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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