Workforce Management Manager, Customer Support

Fullscript is hiring a Workforce Management Manager, Customer Support to lead workforce planning for one of the most visible parts of our health technology platform. This full-time role is based in Canada, with remote-first flexibility and a preference for candidates near Ottawa, Toronto, or Calgary.

About the Role

Customer Support is where many practitioners and patients directly experience Fullscript, and as we expand across queues, channels, and products, we need sharper workforce planning to protect service quality and improve the agent experience. As Workforce Management Manager, you will create the structure, discipline, and operating cadence behind our WFM function. This is a hands-on, builder-focused position for someone who has lived inside high-volume contact center operations and can translate volume, handle time, staffing, shrinkage, and service-level constraints into clear, defensible plans.

Key Responsibilities

• Evaluate current WFM processes, tooling, and reporting, then map a practical path to mature the function.
• Own forecasting and capacity planning across phone, chat, email, tickets, and Tier 1, Tier 2, and operational teams.
• Convert CRM, WFM, and support-platform data into staffing, hiring, training, and coverage recommendations.
• Build models accounting for contact and order volume, handle time, shrinkage, PTO, ramp time, occupancy, and abandonment risk.
• Lead intraday management, including queue monitoring, reforecasting, real-time adjustments, and escalation paths.
• Refine routing and scheduling strategies, from skill-based routing and load balancing to PTO and training blocks.
• Partner with Support, Finance, Recruiting, Training, Product, and Data leaders to align staffing with business goals.

Qualifications

• 5+ years across customer support, contact center operations, workforce management, or capacity planning.
• 2+ years owning WFM, real-time operations, scheduling, or capacity planning as a lead or manager.
• Hands-on experience with tools such as Assembled, Playvox, Verint, NICE/IEX, Calabrio, or Tymeshift.
• Command of forecasting, intraday management, shrinkage, occupancy, service levels, adherence, and Erlang C concepts.
• Strong communication skills and the confidence to influence stakeholders and defend recommendations with data.
• Comfort working independently, identifying gaps, and building process amid ambiguity.
• Bonus: experience with Intercom, Zendesk, Salesforce Service Cloud, Talkdesk, or Five9, advanced routing design, back-office queues, or workforce economics with Finance.

About Fullscript

Fullscript is an industry-leading health technology company founded in 2011 to help people get better. More than 125,000 practitioners and over 10 million patients rely on our platform for clinical insights, lab interpretations, patient analytics, education, and high-quality supplements.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.