Fullscript

Fullscript

Workforce Management Manager, Customer Support

Ottawa, ON · Contract

Sponsorship not specified$90k-$105kDetected 32 days ago
SalesforceCRMOutbound SalesForecastingCustomer SupportZendeskIntercomLoad BalancingCommunication

About the role

  • You'll 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.

Responsibilities

  • Assess Fullscript's 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.
  • Partner with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing plans with business priorities and customer experience goals.
  • Build dashboards, documentation, and operating cadences that make WFM planning more consistent, visible, and trusted.
  • 2+ years in a lead, manager, or functional owner role focused on workforce management, real-time operations, scheduling, or capacity planning.
  • Make it easier for practitioners to access the products they trust so they can deliver better care.

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.
  • 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.
  • Experience with CRM or support tools such as Intercom, Zendesk, Salesforce Service Cloud, Amazon Connect, Talkdesk, Five9, or similar systems.

Skills

  • 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.

Compensation

  • 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
  • $90,000 to $105,000 CAD
  • 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 Fullscript's total rewards package.
  • Final compensation depends on experience, skills, and location.

Benefits

  • and total rewards may vary by region.
  • We put people first, work as a team, and leave egos at the door.
  • We're an industry-leading health technology company on a mission to help people get better.

Company info

  • At Fullscript, we stay curious and keep finding smarter ways to make care better.

Equal opportunity

  • Fullscript is an equal opportunity employer committed to creating an inclusive workplace.
Apply directly at Fullscript →Create a free account for alerts like thisView Fullscript immigration profile

This listing is sourced directly from Fullscript's careers page and normalized into a canonical job model.