Senior Workforce Management Role at Fullscript

Lead workforce efficiency initiatives as the Senior Workforce Management Manager at Fullscript. Focus on strategic planning and operations to boost service quality across various channels.

In this key role at Fullscript, we are seeking a Senior Workforce Management Manager. Your focus will be on assessing and maturing our WFM setup to ensure optimal customer service delivery. This position requires expertise in capacity planning and hands-on experience with industry-standard WFM tools.

Key Responsibilities:
• Evaluate and improve workforce management processes
• Forecast staffing needs across multiple support formats
• Convert CRM and operational data into actionable plans
• Build effective staffing models for various workflows
• Collaborate with cross-functional teams on staffing strategies

Requirements:
• 5+ years in customer support or WFM
• 2+ years in a management capacity
• Familiarity with WFM...