Workforce Management Manager,Customer Support Job Ottawa area,Ontario Canada,Business

About Fullscript

We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.

That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.

We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: 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.
The Opportunity

Customer Support is one of the clearest ways practitioners and patients experience Fullscript. As we scale across more queues, channels, products, and customer needs, we need stronger workforce planning foundations to support service quality, operational efficiency, and a better agent experience.

We’re looking for a Workforce Management Manager to build the structure, discipline, and operating rhythm behind our WFM function.

This is a hands-on manager-level role for someone who has worked inside high-volume support or contact center environments and knows how to turn volume, handle time, staffing, shrinkage, service levels, routing, and scheduling constraints into clear operating plans.

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. It’s about building the operating rhythm, models, tools, and trust that help Customer Support plan ahead instead of constantly reacting.

What you'll do

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.

Turn data from CRMs, WFM tools, and support platforms into staffing recommendations, hiring plans, training timelines, schedules, and coverage strategies.

Build staffing models that account for contact volume, order volume, handle time, shrinkage, PTO, training, ramp time, service levels, occupancy, wait times, and abandonment risk.

Partner with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing plans with business priorities and customer experience goals.

Design and improve scheduling practices across shifts, PTO/vacation planning, training blocks, offline work, and intraday coverage needs.

Establish intraday management processes, including queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making.

Evaluate and improve routing strategies across phone, chat, email, and ticket queues, including skill-based routing, queue prioritization, load balancing, and dynamic staffing allocation.

Build dashboards, documentation, and operating cadences that make WFM planning more consistent, visible, and trusted.

Use data to influence decisions, defend recommendations, and clearly explain the operational impact when recommendations are delayed or not approved.

What you bring to the table

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.

2+ years in a lead, manager, or functional owner role focused on workforce management, real-time operations, scheduling, or capacity planning.

Hands-on experience with WFM tools such as Assembled, Playvox, Verint, NICE/IEX,…

Workforce Management Manager, Customer Support