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Eucalyptus Logo Eucalyptus · IT - Administration

Global Workforce Management Specialist

Philippines, Manila · Job Posted April 11, 2026
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Job Description

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.

Job Responsibility

  • Build and refine multi-horizon forecasts that inform staffing needs across our patient-facing teams and clinical/support workflows
  • Create and maintain schedules that balance service levels, coverage minimums, productivity, and team wellbeing
  • Monitor intraday volumes and adjust staffing as needed in real time to maintain service levels across channels and geographies
  • Own the PTO planning view and collaborate with Team Leads to ensure minimum coverage
  • Identify, plan, and manage OT needs end-to-end
  • Communicate forecast accuracy, hiring needs, capacity risks, and opportunities to market managers and senior leadership
  • Build and maintain WFM dashboards showing forecast vs actuals, coverage metrics, utilisation, shrinkage, OT impact, and other KPIs
  • Collaborate with stakeholders (Ops, QA, Training, Process, Product) to ensure workforce strategy supports quality outcomes
  • Partner with the Operations Manager in PH to manage workforce costs and drive efficiency improvements

Requirements

  • 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
  • Can effectively partner with market leads, cross-functional stakeholders, and diverse teams across time zones
  • Anticipates risks, identifies trends, and proposes solutions before challenges become issues
  • Thrives in fast-paced, evolving environments with shifting priorities and innovation opportunities

What we offer

  • 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
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