Remote Workforce Forecasting & Scheduling Specialist

RXinsider LTD.; United States; Remote; USD 55,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401K with company match

Health Savings Account (HSA)

Paid time off (PTO) 18 days + holidays

Education funds up to $1500 annually

Discretionary bonus

Job summary

DrFirst is seeking a Workforce Management Specialist to own capacity planning, forecasting, and real-time staffing for the Customer Support organization. The role partners with Zendesk Administration to align routing and queue configurations while focusing on forecasting demand, building schedules, and monitoring intraday performance.

The ideal candidate will be analytically strong, able to work independently in a fast-paced environment, and have extensive experience with WFM tooling and

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.

Responsibilities

• Forecast demand and build 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.

Skills

Workforce management

Forecasting

WFM tooling

Scheduling

Excel

Zendesk Explore

AI tools usage

Education

Bachelor degree in Business/Operations

Tools

Zendesk

NICE

Verint

Assembled

Genesys

Job description

DrFirst is seeking a Workforce Management Specialist to own capacity planning, forecasting, and real-time staffing for the Customer Support organization. The role partners with Zendesk Administration to align routing and queue configurations while focusing on forecasting demand, building schedules, and monitoring intraday performance.

The ideal candidate will be analytically strong, able to work independently in a fast-paced environment, and have extensive experience with WFM tooling and