Remote Workforce Management Specialist

DrFirst; United States; Remote; USD 55,000 - 68,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Health insurance

401K with match

HSA contributions

PTO and holidays

EAP

Education funds

Remote-first

Job summary

DrFirst is seeking a Workforce Management Specialist to own capacity planning, scheduling, and real time staffing across the Customer Support organization. This individual contributor role ensures our teams meet service level commitments as we scale.

You will forecast demand, build schedules, monitor intraday performance, and partner with Zendesk Administration to align routing. A disciplined, analytical, independent performer will thrive in our remote-first environment.

Qualifications

• 3+ years of workforce management experience in technical support or SaaS.
• Proficient in forecasting methodologies and WFM tooling (Zendesk, NICE, Verint, Assembled, Genesys).
• Experience managing scheduling across multiple queues or tiers.
• Strong Excel skills; Zendesk Explore or similar reporting tools preferred.
• Ability to work independently and communicate with leadership.
• Daily use of AI tools in a professional setting.

Responsibilities

• Forecast demand and build hiring plans using historical data.
• Develop staffing plans aligned to SLA targets.
• Identify capacity risk and present data-driven options.
• Support headcount planning and scenario modeling.
• Publish agent schedules and track adherence.
• Monitor real-time queue performance and adjust staffing.
• Schedule breaks to optimize coverage.
• Track occupancy and shrinkage trends.
• Produce weekly/monthly WFM performance reports.
• Maintain runbooks and documentation.
• Deliver clear reporting to enable leadership decisions.
• Coordinate with Learning and Development on training impact.
• Partner on initiative planning affecting staffing.
• Coordinate with Zendesk Administration for routing configuration.

Skills

Forecasting

WFM tools

Multi-queue scheduling

Excel

Zendesk Explore

AI tools

Independent worker

Communication

Education

Bachelor degree

Tools

Zendesk

NICE

Verint

Assembled

Genesys

Job description

DrFirst is seeking a Workforce Management Specialist to own capacity planning, scheduling, and real time staffing across the Customer Support organization. This individual contributor role ensures our teams meet service level commitments as we scale.

You will forecast demand, build schedules, monitor intraday performance, and partner with Zendesk Administration to align routing. A disciplined, analytical, independent performer will thrive in our remote-first environment.