Eucalyptus - Global Workforce Management (WFM) Specialist
Requirements
• 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. • 4 years • Data-Driven: Comfortable with forecasting models, analytics tools, and workforce planning methodologies; able to turn insights into actions. • Data-Driven: • Operationally Savvy: Strong understanding of scheduling, real-time staffing, channel mix, and SLA management in complex, distributed environments. • Operationally Savvy: • Collaborative & Communicative: Can effectively partner with market leads, cross-functional stakeholders, and diverse teams across time zones. • Collaborative & Communicative: • Proactive & Problem-Solving Mindset: Anticipates risks, identifies trends, and proposes solutions before challenges become issues. • Proactive & Problem-Solving Mindset: • Adaptable: Thrives in fast-paced, evolving environments with shifting priorities and innovation opportunities. • Adaptable:
Responsibilities
• 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. • Forecasting & Capacity Planning: • 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. • Scheduling & Rostering: • 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. • Real-Time Support Coordination: • 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. • PTO, Leave, Attendance & Trend Monitoring: • 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. • Overtime (OT) Planning & Reporting: • 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. • Demand & Capacity Insights: • 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. • Reporting & Analytics: • 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. • Operational Partnership: • Cost Management: Partner with the Operations Manager in PH to manage workforce costs and drive efficiency improvements while preserving service quality. • Cost Management:
Benefits
• Grow with us globally – Work across Australia, the UK, and Philippines, shaping high-impact processes and training for patient operations. • Grow with us globally • 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). • Support at every stage • Wellbeing & Balance – Wellness budgets, transport allowance, and initiatives that help keep you energized and connected. • Wellbeing & Balance • Learning & Career Growth – Access learning budgets, certifications, mentorship, and collaboration across global teams. • Learning & Career Growth • Purpose & Impact – Help define how our global patient support teams learn, operate, and improve — with real influence on how healthcare is delivered at scale. • Purpose & Impact • 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 • Location • Manila, Philippines (On-site 3 days per week) • Working Hours • Working Hours • Generally 11:00am – 9:00pm PHT to support AU & UK collaboration • 11:00am – 9:00pm PHT • At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.
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