Ground every answer in facts on this page and the original listing. We never invent Glassdoor-style reviews or salaries that are not in our data.
Prepare stories on building or improving forecast accuracy, handling understaffed intervals, and partnering with CX leaders on schedules or overtime. Be ready to walk through a simple capacity model and how you communicate constraints. Ask how Fullscript measures support performance and how WFM sits relative to team leads and operations.
Strong fit if you have managed workforce planning for customer support or contact centers and can translate data into staffing decisions. Best match for leaders who communicate clearly with agents and executives. Less ideal if you want pure people-management without forecasting and interval-level operations.
As Workforce Management Manager for Customer Support at Fullscript, a typical day centers on forecasting contact volume, setting schedules and shrinkage targets, and balancing service levels with agent capacity. You partner with support leadership on staffing plans, monitor real-time adherence and queue health, and turn interval data into clear recommendations for overtime, time-off, or hiring. Expect recurring planning cycles, exception handling when volume spikes, and stakeholder updates so CX goals stay achievable.
No occupation or certification package was provided for this listing. Strengthen WFM fundamentals: forecasting, capacity planning, real-time management, and support KPIs (service level, ASA, occupancy, AHT). Practice explaining trade-offs between cost, coverage, and agent experience with concrete examples from prior contact-center or support-ops roles.
The listing marks remote as no and location as Canada; confirm exact work arrangement with Fullscript.
Workforce Management Manager, Customer Support points to capacity, scheduling, and service-level ownership for support operations—not general HR alone.
Start at fullscript.com and validate role details with the hiring team.
Website: fullscript.com
Public cache only — not an employee review.
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…
Generated for personal interview prep · 2026-07-17 UTC · getajob.ai