Workforce Management Manager, Customer Support

📋 Description

• Assess current WFM processes, tooling, reporting, and rhythms; craft a plan to mature the function.
• Own forecasting and capacity planning across queues and channels (phone, chat, email, tickets).
• Turn CRM/WFM/support data into staffing, hiring plans, schedules, and coverage strategies.
• Build staffing models accounting for volume, handle time, shrinkage, PTO, training, ramp time, service levels, occupancy.
• Partner with cross-functional leaders to align staffing with business priorities and customer goals.
• Design and improve scheduling across shifts, PTO planning, training blocks, offline work, and intraday coverage.

🎯 Requirements

• 5+ years in customer support, contact centers, WFM, or capacity planning; progression from call center to WFM.
• 2+ years in lead/manager role focused on WFM, real-time ops, scheduling, or capacity planning.
• Hands-on with WFM tools (Assembled, Playvox, Verint, NICE/IEX, Calabrio, Tymeshift).
• Strong forecasting, capacity planning, scheduling, intraday mgmt, shrinkage, occupancy, service levels, adherence, wait times.
• Experience with interval-level staffing models, queue-based planning, real-time WFM, or Erlang C.
• Ability to derive staffing models, hiring plans, and scheduling from volume, productivity, service-level, and cost data.

🎁 Benefits

• Remote-first flexibility; Ottawa, Toronto, or Calgary preferred.
• Flexible PTO and competitive pay.
• RRSP/401k match and stock options.
• Premium benefits package with customizable coverage, paramedical services, and an HSA.
• Fullscript discounts to save on wellness products.
• Continuous learning opportunities to grow your skills and career.