Eucalyptus - Global Workforce Management (WFM) Specialist
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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 2-3 days per week) • Working Hours • Working Hours • Generally 11:00am – 9:00pm PHT to support AU & UK collaboration • 11:00am – 9:00pm PHT
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