Workforce Management Manager, Customer Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate Fullscript’s existing WFM processes, tools, reporting, and operational rhythms, then create an actionable plan to enhance the function.

• Take ownership of forecasting and capacity planning across various support queues, channels, and workflows, which include phone, chat, email, tickets, Tier 1, Tier 2, and operational support teams.

• Transform data from CRMs, WFM tools, and support platforms into recommendations for staffing, hiring plans, training schedules, and coverage strategies.

• Develop staffing models that consider contact volume, order volume, handle time, shrinkage, PTO, training, ramp time, service levels, occupancy, wait times, and abandonment risk.

• Collaborate with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing strategies with business objectives and customer experience goals.

• Create and enhance scheduling methods across shifts, PTO/vacation planning, training periods, offline work, and intraday coverage requirements.

• Implement intraday management processes, including queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making.

• Assess and enhance routing strategies across phone, chat, email, and ticket queues, including skill-based routing, queue prioritization, load balancing, and dynamic staffing allocation.

• Develop dashboards, documentation, and operational cadences that enhance the consistency, visibility, and trust in WFM planning.

• Leverage data to guide decisions, justify recommendations, and clearly articulate the operational impact when recommendations are postponed or not approved.

⛳️ Requirements

• 5+ years of experience in customer support, contact center operations, workforce management, capacity planning, or support operations, preferably with advancement from a call center environment into WFM.

• 2+ years in a lead, managerial, or functional owner position focused on workforce management, real-time operations, scheduling, or capacity planning.

• Practical experience with WFM tools like Assembled, Playvox, Verint, NICE/IEX, Calabrio, Tymeshift, or equivalent platforms.

• Comprehensive 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.

• Capability to convert volume, productivity, service-level, and cost data into staffing models, hiring plans, and scheduling recommendations, along with clear operational tradeoffs.

• Excellent communication and interpersonal skills, with the ability to influence stakeholders, push back when necessary, and support recommendations with data.

• Comfort working independently in a hands-on builder role, able to navigate ambiguity, identify gaps, establish processes, and keep the function progressing without extensive team support.

🏝️ Benefits

• Remote-first flexibility to work from your preferred location, with a preference for Ottawa, Toronto, or Calgary for this role.

• Flexible PTO and competitive compensation, as we value work-life balance.

• RRSP/401k matching and stock options to help you invest in your future.

• Comprehensive benefits package with customizable coverage, paramedical services, and an HSA.

• Fullscript discounts available on premium wellness products.

• Opportunities for continuous learning to enhance your skills and advance your career.