Global Workforce Management WFM Specialist

About the Role

As a Global Workforce Management (WFM) Specialist, you will play a critical role ensuring that all our patient-supporting teams — including clinical support, operational support, coaches and back-office functions — are scheduled, staffed, and forecasted to meet demand and service-level agreements (SLAs) across Australia and the UK. You’ll partner with market managers, Team Leads, and senior operations leaders to design and optimise workforce strategy, coverage, capacity planning, and real-time staffing to support evolving multichannel patient needs.

You’ll report to the Global Patient Operations Manager (Philippines) and work across time zones and teams to ensure real-time support readiness, predictive staffing, and cost-effective execution. This role operates generally on 11:00am – 9:00pm PHT to align with both AU and UK teams - our major markets.

What You’ll Be Doing

• Forecasting & Capacity Planning: Build and refine multi-horizon forecasts that inform staffing needs across our patient-facing teams and clinical/support workflows, accounting for seasonality, channel mix (calls, chats, email), market growth, and operational trends.
• Scheduling & Rostering: Create and maintain schedules that balance service levels, coverage minimums, productivity, and team wellbeing, while ensuring SLAs are achieved for all markets and functions.
• Real-Time Support Coordination: Monitor intraday volumes and adjust staffing as needed in real time to maintain service levels across channels and geographies; support real-time and multichannel workforce requirements as we scale.
• PTO, Leave, Attendance & Trend Monitoring: Own the PTO planning view and collaborate with Team Leads to ensure minimum coverage; proactively track and escalate absence trends (e.g. sick days) that risk operational performance.
• Overtime (OT) Planning & Reporting: Identify, plan, and manage OT needs end-to-end — from forecasting the requirement to scheduling, monitoring, and evaluating outcomes with insights on costs, coverage impact, and backlog clearance.
• Demand & Capacity Insights: Communicate forecast accuracy, hiring needs, capacity risks, and opportunities to market managers and senior leadership; support workforce strategies that align with operational goals.
• Reporting &Analytics: Build and maintain WFM dashboards showing forecast vs actuals, coverage metrics, utilisation, shrinkage, OT impact, and other KPIs that inform decisions and continuous improvement.
• Process Improvement: Identify opportunities to improve reporting, streamline workflows, and leverage tools or automation to improve workforce efficiency and operational visibility.
• Operational Partnership: Collaborate with stakeholders (Ops, QA, Training, Process, Product) to ensure workforce strategy supports quality outcomes, training needs, and process enhancements that affect staffing models and scalable operational improvements.
• Cost Management: Partner with the Operations Manager in PH to manage workforce costs and drive efficiency improvements while preserving service quality.

Who We’re Looking For

We’re looking for someone who brings both strategic vision and operational execution excellence to workforce management:

• Experience: At least 4 years of proven experience in workforce management within contact centres or multi-channel operational environments.
• Data-Driven: Comfortable with forecasting models, analytics tools, and workforce planning methodologies; able to turn insights into actions.
• Operationally Savvy: Strong understanding of scheduling, real-time staffing, channel mix, and SLA management in complex, distributed environments.
• Tech & Process Oriented: Comfortable using new tools and technology to improve efficiency, with an interest in automation, process improvement, and modern workforce/reporting tooling.
• Collaborative & Communicative: Can effectively partner with market leads, cross-functional stakeholders, and diverse teams across time zones.
• Proactive & Problem-Solving Mindset: Anticipates risks, identifies trends, and proposes solutions before challenges become issues.
• Adaptable: Thrives in fast-paced, evolving environments with shifting priorities and innovation opportunities.

Why You Should Join Eucalyptus

Grow with us globally – Work across Australia, the UK, and Philippines, shaping high-impact processes and training for patient operations.

Support at every stage – From day one, enjoy comprehensive health coverage (including dependents), vacation, sick, and parental leave, 13th-month pay, and all statutory benefits (SSS, PHIC, Pag-IBIG).

Wellbeing & Balance – Wellness budgets, transport allowance, and initiatives that help keep you energized and connected.

Learning & Career Growth – Access learning budgets, certifications, mentorship, and collaboration across global teams.

Purpose & Impact – Help define how our global patient support teams learn, operate, and improve — with real influence on how healthcare is delivered at scale.

Location

Manila, Philippines (On-site 3 days per week)

Working Hours

Generally 11:00am – 9:00pm PHT to support AU & UK collaboration