Workforce Management Manager, Customer Support

Join Fullscript: Shape the Future of Care as a Workforce Management Manager

Fullscript is an industry-leading health technology company on a mission to help people get better. Since 2011, we've empowered over 125,000 practitioners and supported over 10 million patients with a platform that simplifies care delivery, clinical insights, and patient engagement. We build tools that make care smarter, more human, and more effective. Join us and bring your ideas, grit, and care for people to shape the future of health.

The Opportunity

As our Workforce Management Manager, you will be instrumental in building the structure, discipline, and operating rhythm behind our WFM function. This hands-on, manager-level role is crucial for supporting our scaling customer support operations across multiple queues, channels, and products. You will assess and improve our forecasting, capacity planning, intraday management, and tooling to enhance service quality, operational efficiency, and agent experience.

What You’ll Do

• Assess and mature Fullscript’s current WFM processes, tooling, reporting, and operating rhythms.
• Own forecasting and capacity planning for diverse support queues (phone, chat, email, tickets, Tier 1, Tier 2).
• Develop staffing recommendations, hiring plans, schedules, and coverage strategies based on data from CRMs and support platforms.
• Build comprehensive staffing models accounting for volume, handle time, shrinkage, service levels, and more.
• Collaborate with Support, Finance, Recruiting, and other leaders to align staffing with business priorities.
• Design and enhance scheduling practices, including shift planning, PTO, training blocks, and intraday coverage.
• Establish and refine intraday management processes for real-time monitoring and adjustments.
• Evaluate and improve routing strategies across various communication channels.
• Develop dashboards, documentation, and operating cadences to increase WFM visibility and trust.
• Utilize data to influence decisions and clearly communicate operational impacts.

What You Bring to the Table

• 5+ years of experience in customer support, contact center operations, WFM, or capacity planning, with progression from a call center environment.
• 2+ years in a lead, manager, or functional owner role focused on WFM, real-time operations, scheduling, or capacity planning.
• Hands-on experience with WFM tools (e.g., Assembled, Playvox, Verint, Calabrio).
• Strong understanding of WFM principles: forecasting, capacity planning, scheduling, intraday management, shrinkage, service levels, adherence, etc.
• Experience with interval-level staffing models, queue-based planning, or Erlang C.
• Ability to translate data into actionable staffing models and operational recommendations.
• Excellent communication and interpersonal skills, with confidence to influence stakeholders.
• Comfort operating independently in a hands-on builder role with ambiguity.

Bonus Points

• Experience with CRM/support tools (Intercom, Zendesk, Salesforce).
• Experience designing advanced routing strategies.
• Experience supporting specialized or back-office queues.
• Experience partnering with Finance on workforce economics.

What We Offer

• Salary range: $90,000 to $105,000 CAD
• Remote-first flexibility (Ottawa, Toronto, or Calgary preferred).
• Flexible PTO and competitive pay.
• RRSP/401k match and stock options.
• Premium, customizable benefits package with an HSA.
• Fullscript discounts on wellness products.
• Continuous learning opportunities.

Fullscript shares salary ranges to support transparency. The range shown reflects base salary only. Final compensation depends on experience, skills, and location. Benefits and total rewards may vary by region.

Why Fullscript

Join a team where work is driven by support, trust, and inspiration. We stay curious, find smarter ways to make care better, grow together, and focus on impact. We prioritize people, teamwork, and a collaborative environment.