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What is the role of a Workforce Management Manager, Customer Support at Jobgether?

The Workforce Management Manager, Customer Support position at Jobgether is a Full-time or part-time position opportunity in the Customer Service field.

What type of employment is offered for this Workforce Management Manager, Customer Support role?

Full-time or part-time position

What is the expected salary for this Workforce Management Manager, Customer Support job?

Compensation will be discussed during the hiring process.

Workforce Management Manager, Customer Support job near me in Canada Creek, Nova Scotia at Jobgether

Workforce Management Manager, Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Workforce Management Manager, Customer Support based in Canada.

Join a fast-scaling health technology environment where customer support plays a critical role in delivering exceptional care experiences to millions of users. In this role, you will build and mature the workforce management function that underpins a high-volume, multi-channel support organization. You will translate complex operational data into clear staffing strategies, forecasting models, and scheduling frameworks that enable teams to meet service level goals consistently. Working closely with leaders across Support, Finance, Recruiting, and Operations, you will help shift the organization from reactive staffing to proactive, data-driven planning. This is a hands-on leadership role where you will define processes, improve tooling, and establish the operational rhythm that drives efficiency and customer satisfaction. Your work will directly influence service quality, cost optimization, and the overall experience of both customers and support agents.

Accountabilities:

Build and mature the workforce management function by assessing current forecasting, reporting, scheduling, and intraday operations and implementing scalable improvements.
Own end-to-end forecasting and capacity planning across multiple support channels including phone, chat, email, and ticketing queues.
Develop staffing models that account for volume drivers, handle time, shrinkage, service levels, occupancy, and workforce constraints.
Translate operational data into actionable hiring plans, scheduling strategies, training timelines, and coverage recommendations.
Establish intraday management processes including real-time monitoring, reforecasting, staffing adjustments, and escalation protocols.
Design and optimize scheduling practices, including shift planning, PTO allocation, training blocks, and cross-queue coverage.
Evaluate and improve routing strategies such as queue prioritization, skill-based routing, and load balancing across channels.
Partner with cross-functional teams including Finance, Support, Recruiting, and Training to align workforce plans with business needs.
Build dashboards, reporting frameworks, and operating cadences that improve visibility and decision-making consistency.
Influence leadership decisions by presenting data-driven recommendations and clearly communicating operational tradeoffs.

Requirements

5+ years of experience in customer support operations, contact centers, workforce management, or capacity planning environments.
2+ years of experience in a lead, manager, or functional ownership role within WFM, staffing, or real-time operations.
Hands-on experience with workforce management tools such as Verint, NICE, Playvox, Assembled, Calabrio, Tymeshift, or similar platforms.
Strong understanding of forecasting, staffing models, shrinkage, service levels, occupancy, utilization, and queue performance metrics.
Experience with interval-level forecasting, real-time workforce management, and capacity planning methodologies.
Ability to translate complex operational data into clear staffing and cost-to-serve recommendations.
Strong analytical, problem-solving, and data interpretation skills with high attention to detail.
Excellent communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional teams.
Comfort working independently in a hands-on, builder-style role within a fast-changing environment.
Experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools is an asset.
Exposure to Finance collaboration on workforce planning, budgeting, or headcount modeling is considered a plus.

Benefits

Competitive salary range of CAD $90,000 – $105,000.
Remote-first flexibility with preference for candidates based in Ottawa, Toronto, or Calgary.
Flexible PTO and strong focus on work-life balance.
RRSP/401(k) matching and equity/stock options.
Comprehensive health benefits package with customizable coverage and HSA options.
Wellness and paramedical support services.
Employee discounts on wellness products.
Continuous learning and professional development opportunities.
Inclusive, people-first culture that values collaboration, trust, and impact.
Opportunity to shape and build a critical operational function from the ground up.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Workforce Management Manager, Customer Support in Canada Creek, Nova Scotia at Jobgether

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