Workforce Management Manager, Customer Support

About Fullscript

Were 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 125000 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.

Were 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.

Youll 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. Its about building the operating rhythm models tools and trust that help Customer Support plan ahead instead of constantly reacting.

What youll do

• Assess Fullscripts 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:$90000 to $105000 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 Fullscripts total rewardspackage.

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

Were 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 were not able to respond to phone or email inquiries about application status. If theres 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 emailprotected.

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@fullscriptHQ on instagram@fullscript on YouTubeFullScripton LinkedInWe may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 90000 - 105000