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

About DrFirst

For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end to end solutions enhancing prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you will get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you.

Position 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.

What you will work on

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.

Physical Requirements

• 100% Desk, phone, and virtual meeting work.
• Occasional travel to internal team meetings or company offsites.

#LI-GF1 #LI-Remote

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

DrFirst is committed to being a Remote First company, creating a dynamic and flexible workplace where everyone thrives, no matter where they log in from. Check out our approach to remote work at https://drfirst.com/company/about-us/careers/.

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. Additionally, we will not request that you purchase equipment or accept e checks or checks for deposit. If you encounter any communications claiming to be from DrFirst that seem suspicious, please contact our recruitment team directly at [e-mail] to verify the message authenticity. Your security is important to us.

Learn more about our benefits and professional development opportunities at https://drfirst.com/company/about-us/careers/the-perks/.