Workforce Management Manager (Customer Support)

Join Fullscript, a leading health and wellness company, as a Workforce Management Manager. In this hands-on role, you will build the structure and discipline behind our workforce management function, improve forecasting and capacity models, and help leaders make better decisions around coverage, hiring, routing, scheduling, and cost. You will assess our current workforce planning function, own forecasting and capacity planning, design and improve scheduling practices, establish intraday management processes, evaluate and improve routing strategies, and build dashboards and documentation. This is a remote position with flexible working hours and a focus on wellness and community.

• Assess and improve Fullscript’s current workforce management processes, tooling, reporting, and operating rhythms, and build a practical plan to mature the function.
• Own forecasting and capacity planning across multiple support queues, channels, and workflows, and turn data from CRMs, WFM tools, and support platforms into staffing recommendations.
• Partner with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing plans with business priorities and customer experience goals.
• 2+ years in a lead, manager, or functional owner role focused on workforce management, real-time operations, scheduling, or capacity planning
• Experience with interval-level staffing models, queue-based planning, real-time workforce management, or Erlang C
• 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
• 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
• Hands-on experience with WFM tools such as Assembled, Playvox, Verint, NICE/IEX, Calabrio, Tymeshift, or similar platforms
• Strong communication and interpersonal skills, with the confidence to influence stakeholders, push back when needed, and defend recommendations with data
• Strong understanding of forecasting, capacity planning, scheduling, intraday management, shrinkage, occupancy, utilization, service levels, adherence, wait times, and abandoned calls
• Ability to turn volume, productivity, service-level, and cost data into staffing models, hiring plans, scheduling recommendations, and clear operational tradeoffs
• Experience designing advanced routing strategies across phone, chat, email, ticketing, and proactive outbound workflows
• Experience with CRM or support tools such as Intercom, Zendesk, Salesforce Service Cloud, Amazon Connect, Talkdesk, Five9, or similar systems
• 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