Workforce Management Manager, Customer Support

Workforce Management Manager

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.

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 time...