Workforce Management Specialist

DrFirst Inc.

1d•Remote

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.
Experience with Zendesk Explore or similar reporting tools strongly preferred.

Responsibilities

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.
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.
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.
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.

Benefits

Competitive compensation, with a base salary of $55,000 to $68,000 (Exact compensation may vary based on skills and experience)
Eligible for a Discretionary Performance based bonus
Medical, dental, and vision insurance
401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3 year vesting schedule
HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
100% company paid short and long term disability, AD&D, and group life insurance
Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
Employee Assistance Program
Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances