Global Workforce Management (WFM) Specialist

About the role

Eucalyptus, a consumer healthcare platform, is looking for a Global Workforce Management (WFM) Specialist based in Manila. The role ensures that patient-supporting teams in Australia and the UK are scheduled, staffed and forecasted to meet demand and service-level agreements. It reports to the Global Patient Operations Manager (Philippines) and works across time zones, generally 11:00am to 9:00pm PHT.

Key responsibilities

• Build and refine multi-horizon forecasts for staffing needs, accounting for seasonality, channel mix (calls, chats, email), market growth and operational trends.
• Create and maintain schedules that balance service levels, coverage minimums, productivity and team wellbeing while meeting SLAs.
• Monitor intraday volumes and adjust staffing in real time across channels and geographies.
• Own PTO planning and track and escalate absence trends that risk operational performance.
• Plan and manage overtime end-to-end, from forecasting to scheduling and evaluating costs, coverage impact and backlog clearance.
• Communicate forecast accuracy, hiring needs, capacity risks and opportunities to market managers and senior leadership.
• Build and maintain WFM dashboards covering forecast vs actuals, coverage, utilisation, shrinkage, OT impact and other KPIs.
• Identify process improvements and automation opportunities, and partner with Ops, QA, Training, Process and Product teams.
• Partner with the Operations Manager in the Philippines to manage workforce costs and drive efficiency while preserving service quality.

Required profile

• At least 4 years of proven experience in workforce management within contact centres or multi-channel operational environments.
• Strong understanding of scheduling, real-time staffing, channel mix and SLA management in distributed environments.
• Comfortable partnering with market leads and cross-functional teams across time zones.
• Proactive, problem-solving mindset and adaptability in fast-paced environments.

Required skills

• Forecasting models and analytics tools
• Workforce planning methodologies
• Interest in automation and modern workforce/reporting tooling

What we offer

• Health coverage (including dependents), vacation, sick and parental leave, 13th-month pay and statutory benefits (SSS, PHIC, Pag-IBIG).
• Wellness budget, transport allowance and wellbeing initiatives.
• Learning budget, certifications, mentorship and career growth.