Workforce Management Manager, Customer Support

Role overview

This opportunity is being shared through a hiring partner, with applications and subsequent steps handled by the partner company. The employer is seeking a Workforce Management Manager, Customer Support in Canada.

You will join a rapidly growing health technology organization where customer support is central to delivering strong care experiences to a large user base. The role focuses on building a mature workforce management capability for a high-volume, multi-channel support operation. You will turn operational data into staffing plans, forecasting methods, and scheduling systems that help teams consistently meet service targets. In partnership with leaders in Support, Finance, Recruiting, and Operations, you will help move the organization from reactive coverage decisions to proactive planning grounded in data. This is a practical leadership position in which you will create processes, strengthen tools, and set the operating rhythm that improves efficiency and customer satisfaction. Your work will have a direct impact on service quality, cost efficiency, and the day-to-day experience of both customers and support agents.

Key responsibilities

• Assess the current state of forecasting, reporting, scheduling, and intraday operations, then build a more scalable workforce management function.
• Take ownership of forecasting and capacity planning across phone, chat, email, and ticket-based support channels.
• Create staffing models that incorporate demand patterns, average handle time, shrinkage, service targets, occupancy, and workforce limits.
• Convert operational insights into hiring recommendations, schedule plans, training timelines, and coverage guidance.
• Set up intraday management routines such as live monitoring, reforecasting, staffing changes, and escalation handling.
• Improve scheduling approaches, including shift design, PTO planning, training coverage, and cross-queue support.
• Review and enhance routing methods like queue prioritization, skill-based routing, and load balancing across channels.
• Work with Finance, Support, Recruiting, and Training to align workforce plans with business requirements.
• Develop dashboards, reporting structures, and operating cadences that improve visibility and consistency in decision-making.
• Present data-backed recommendations to leadership and explain operational tradeoffs clearly.

Requirements

• At least 5 years of experience in customer support operations, contact centers, workforce management, or capacity planning.
• At least 2 years in a lead, manager, or functional ownership role within WFM, staffing, or real-time operations.
• Practical experience with workforce management platforms such as Verint, NICE, Playvox, Assembled, Calabrio, Tymeshift, or comparable tools.
• Solid understanding of forecasting, staffing models, shrinkage, service levels, occupancy, utilization, and queue performance measures.
• Experience with interval-based forecasting, live workforce management, and capacity planning methods.
• Ability to turn complex operational information into staffing and cost-to-serve recommendations.
• Strong analytical and problem-solving ability, with excellent attention to detail.
• Strong communication and stakeholder management skills, including the ability to influence senior leaders and cross-functional partners.
• Comfort working independently in a hands-on role in a fast-moving environment.
• Exposure to support systems such as Zendesk, Intercom, Salesforce Service Cloud, or similar platforms is an advantage.
• Experience working with Finance on workforce planning, budgeting, or headcount modeling is a plus.

Perks and benefits

• Competitive compensation in the CAD $90,000 to $105,000 range.
• Remote-first arrangement, with preference for candidates located in Ottawa, Toronto, or Calgary.
• Flexible PTO and a strong emphasis on work-life balance.
• RRSP/401(k) matching along with equity or stock options.
• Comprehensive health coverage with customizable options and HSA support.
• Wellness and paramedical support services.
• Employee discounts on wellness-related products.
• Ongoing learning and professional development opportunities.
• An inclusive, people-focused culture built on collaboration, trust, and impact.
• The chance to build an essential operational function from the ground up.

Additional information

The selection process is supported by an AI-assisted matching system that helps prioritize applications against the role’s core requirements. Shortlisted candidates are shared with the hiring company, which manages interviews, assessments, and final decisions internally.

By applying, candidates acknowledge that their personal data may be processed for application review and shared with the hiring employer in line with applicable privacy laws, including GDPR where relevant. Applicants may request access, correction, deletion, or objection rights as permitted by law.

AI tools may also be used to support parts of the hiring process, such as resume review, application analysis, response assessment, and basic inconsistency checks. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people.