Global Workforce Management (WFM) Specialist at Careers at Eucalyptus

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management (WFM), Forecasting, Capacity Planning, Scheduling, Rostering, Real-Time Staffing, SLA Management, Trend Monitoring, Overtime Planning, Reporting, Analytics, Cost Management, Contact Center Operations, Multi-channel Support, Data Analysis

Industry

Health and Human Services

Description

About Eucalyptus We’re on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We’re here to build better long-term care. Euc is the company behind Juniper, one of the world’s largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times. Our Growth Story: 130% YoY revenue growth and a 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree. Supported over 350k patients living with obesity across our 5 markets Received selective NICE endorsement to provide services to the NHS. Tailored our offering to thousand of patients in Germany and Japan 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), and market growth. 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. 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. 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. 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. At Eucalyptus, we value individuals from all backgrounds, perspectives, and experiences, and we embrace the unique qualities each person brings. If you need any accommodation during the hiring process, please let us know. Location Manila, Philippines (On-site 2-3 days per week) Working Hours Generally 11:00am – 9:00pm PHT to support AU & UK collaboration

Responsibilities

The specialist will ensure all patient-supporting teams are scheduled, staffed, and forecasted to meet demand and service-level agreements across Australia and the UK. Key duties involve building multi-horizon forecasts, creating balanced schedules, coordinating real-time support adjustments, and managing overtime planning and reporting.