Workforce Management Manager Remote

Fullscript

Shape the future of customer support at Fullscript as a Workforce Management Manager. This is a key role focused on optimizing workforce planning and enhancing service performance. In this manager-level position, you will assess and improve Fullscript’s workforce planning function. The role demands expertise in high-volume contact center environments, turning data insights into actionable staffing models and operational improvements. You will partner with various departments to align staffing strategies with business goals and customer service excellence. Key Responsibilities:

Assess current WFM processes and tools
Own forecasting and capacity planning across multiple channels
Develop staffing models based on operational metrics
Improve scheduling practices and intraday management
Build dashboards for consistent planning visibility

Requirements:

5+ years in customer support or workforce management
2+ years in a lead or managerial role
Experience with WFM tools and CRM systems
Strong understanding of operational metrics
Ability to present data-driven recommendations

Drive workforce excellence using your management skills at Fullscript, enhancing service quality and operational efficiency. #J-18808-Ljbffr

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Vacancy posted 16 hours ago

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