Workforce Management Manager, Customer Support

About the role

Fullscript is seeking a Workforce Management Manager to own the structure, discipline, and operating rhythm of our Customer Support WFM function. You will assess our current planning practices and build a practical roadmap to mature forecasting, capacity, and scheduling across an expanding set of queues and channels. This is a hands-on manager role where you will turn complex volume and constraint data into clear staffing, training, and coverage recommendations. You will partner with cross-functional leaders to align workforce plans with business priorities and customer experience goals. You will design and improve scheduling practices, manage intraday operations, and establish the tools and cadence needed for proactive planning. This role requires comfort operating independently to build processes and models from the ground up. You will use data to influence decisions, defend recommendations, and clearly explain the operational impact when tradeoffs occur. You will shape the future of how Fullscript supports its practitioners and patients through thoughtful workforce planning.

Key facts

What you'll do

Assess Fullscript's current WFM processes, tooling, reporting, and operating rhythms, then build a practical plan to mature the function across support queues and channels.

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 that account for real-world variability.

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 to ensure reliable service.

Establish intraday management processes, including queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making to respond to demand fluctuations.

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 by stakeholders.

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 responsibilities.

2+ years in a lead, manager, or functional owner role focused on workforce management, real-time operations, scheduling, or capacity planning within a high-volume environment.

Hands-on experience with WFM tools such as Assembled, Playvox, Verint, NICE/IEX, Calabrio, Tymeshift, or similar platforms for forecasting, scheduling, and reporting.

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 to balance demand with available resources.

Ability to turn volume, productivity, service-level, and cost data into staffing models, hiring plans, scheduling recommendations, and clear operational tradeoffs for stakeholder review.

Strong communication and interpersonal skills, with the confidence to influence stakeholders, push back when needed, and defend recommendations with data and analysis.

Comfort operating independently in a hands-on builder role, rolling with ambiguity, identifying gaps, building the process, and keeping the function moving forward.

Nice to have

Experience in health, wellness, or clinical support environments where compliance, privacy, and patient outcomes are priorities.

Background implementing WFM solutions in regulated industries that require audit trails, security, and data integrity.

Familiarity with Fullscript's product suite and the practitioner journey through onboarding, support, and high-touch service interactions.

Experience leading continuous improvement initiatives in support operations, including quality assurance, knowledge base management, and customer feedback loops.

Practical notes

This role is based in Ottawa, Ontario, and requires in-office presence during standard business hours.

Fullscript is an equal opportunity employer and values diversity, equity, and inclusion in building a team that reflects the communities they serve.

Candidates must be legally authorized to work in Canada without sponsorship. The role may involve exposure to sensitive customer health information, and discretion is required.

Travel is not required for this position.

Visa sponsorship is not available for this role.

Applications will be reviewed on a rolling basis until the position is filled.