Workforce Management Manager, Customer Support

About Fullscript We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care. That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment. We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better. This is your invitation. Bring your ideas, your grit, and your care for people. Join us and shape the future of care. The Opportunity 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. What you bring to the table 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. What we can offer you 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 Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript’s total rewards package. Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region. Why Fullscript Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door. What to Know Before You Apply We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly. Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [email protected]. All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws. We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S. Learn More www.fullscript.com @fullscriptHQ on instagram @fullscript on YouTube FullScript on LinkedIn