Workforce Management Specialist
US
Careers
Req #: 2432
Type: Regular Full-Time
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Overview: The Workforce Management Specialist owns capacity planning, scheduling, and real time staffing operations across the Customer Support organization at DrFirst. This individual contributor role provides the operational backbone enabling our support teams to consistently meet service level commitments as the organization grows and evolves. This role partners closely with Zendesk Administration on routing and queue alignment, but the core focus is workforce management: forecasting demand, building schedules, monitoring intraday performance, and ensuring the right people are in the right place at the right time. The ideal candidate is analytically strong, operationally disciplined, and comfortable working independently in a fast paced environment. Who Will Love This Role * An analytical thinker who builds forecasting models from clean data and trusts the numbers to drive staffing decisions. * An operational owner who treats schedules and SLAs as living systems demanding daily attention rather than weekly batch updates. * A self directed individual contributor who runs a function independently and surfaces risk to leadership with clear options. * A documentation minded operator who writes runbooks because the next person on the team will need them. * A cross functional collaborator who works fluidly with frontline agents, training partners, and platform administrators. Responsibilities: Capacity Planning and Forecasting * Build and maintain volume forecasting models across L1 through L4 and Solutions Specialist roles using historical data, seasonal trends, and planned initiative impacts. * Develop and distribute staffing plans aligned to service level targets and team capability levels. * Identify capacity risk early and surface data informed recommendations to leadership with sufficient lead time to act. * Support headcount planning and scenario modeling for leadership operational reviews. Scheduling and Real Time Management * Own and publish agent schedules across all support tiers, including adherence tracking and intraday adjustments. * Monitor real time queue performance and make immediate staffing interventions to protect SLA commitments. * Manage break, lunch, and off phone activity scheduling to optimize coverage without compromising agent experience. * Track shrinkage, occupancy, and utilization trends and recommend adjustments proactively. Reporting and Operational Insights * Produce weekly and monthly WFM performance reports covering schedule adherence, occupancy, shrinkage, and SLA attainment. * Maintain WFM documentation and runbooks to ensure process continuity and standardization. * Deliver clear, concise reporting enabling leaders to make staffing and scheduling decisions with confidence. Cross Functional Collaboration * Coordinate with Learning and Development on training schedule impact and capacity planning during enablement initiatives. * Partner with the Department Program Manager on initiative planning affecting staffing needs or team availability. * Coordinate with Zendesk Administration to ensure scheduling and capacity decisions are reflected in routing and queue configuration. Qualifications: * 3+ years of workforce management experience in a technical support, SaaS, or contact center environment. * Strong proficiency in forecasting methodologies and WFM tooling (Zendesk, NICE, Verint, Assembled, Genesys, or comparable platform). * Demonstrated experience managing scheduling across multiple queues or support tiers simultaneously. * Strong analytical skills with proficiency in Excel or equivalent. Experience with Zendesk Explore or similar reporting tools strongly preferred. * Ability to work independently, prioritize competing demands, and communicate clearly with both frontline teams and leadership. * Active, daily use of AI tools (ChatGPT, Claude, Microsoft Copilot, or similar) in a professional setting. Preferred Qualifications * Experience in a healthcare technology or regulated SaaS environment. * Familiarity with Zendesk or similar support platforms (deep technical administration not required). * Bachelor degree in Business, Operations, or a related field. Equivalent experience considered. * Experience supporting a multi tier (L1 through L4) support model. * Familiarity with intraday automation or AI based forecasting tools.
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