Global Workforce Management (WFM) Specialist

The role

You will ensure patient-supporting teams are scheduled, staffed, and forecasted to meet demand and service-level agreements across Australia and the UK. You will partner with market managers and operations leaders to design workforce strategy, capacity planning, and real-time staffing.

What you will do

• Build and refine multi-horizon forecasts for staffing needs.
• Create and maintain schedules to balance service levels and productivity.
• Monitor intraday volumes and adjust staffing in real time.
• Own PTO planning and track absence trends.
• Identify, plan, and manage overtime needs.
• Communicate forecast accuracy and capacity risks to leadership.
• Build and maintain WFM dashboards for KPIs.
• Identify opportunities to improve reporting and streamline workflows.
• Collaborate with stakeholders to ensure workforce strategy supports quality outcomes.
• Partner with the Operations Manager to manage workforce costs.

Required qualifications

• At least 4 years of proven experience in workforce management within contact centres or multi-channel operational environments.
• Comfortable with forecasting models, analytics tools, and workforce planning methodologies.
• Strong understanding of scheduling, real-time staffing, channel mix, and SLA management in complex, distributed environments.
• Comfortable using new tools and technology to improve efficiency.
• Ability to partner with market leads, cross-functional stakeholders, and diverse teams across time zones.
• Proactive and problem-solving mindset.
• Adaptable to fast-paced, evolving environments.

Benefits

• Comprehensive health coverage including dependents
• Vacation, sick, and parental leave
• 13th-month pay
• All statutory benefits (SSS, PHIC, Pag-IBIG)
• Wellness budgets
• Transport allowance
• Learning budgets
• Certifications
• Mentorship

About the company

Eucalyptus is a consumer healthcare platform supporting patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. They joined Hims & Hers to deliver care to patients in dozens of countries.