Global Workforce Management (WFM) Specialist

You will play a critical role ensuring that all 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 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. You'll report to the Global Patient Operations Manager and work across time zones and teams to ensure real-time support readiness, predictive staffing, and cost-effective execution. This role operates generally on 11:00am – 9:00pm PHT to align with both AU and UK teams.

Responsibilities

• Build and refine multi-horizon forecasts that inform staffing needs across 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
• Track and escalate absence trends that risk operational performance
• Identify, plan, and manage overtime needs end-to-end from forecasting to scheduling, monitoring, and evaluating outcomes
• 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
• Identify opportunities to improve reporting, streamline workflows, and leverage tools or automation to improve workforce efficiency
• Collaborate with stakeholders across Ops, QA, Training, Process, and Product to align workforce strategy with quality outcomes
• Partner with the Operations Manager 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
• Comfortable using new tools and technology to improve efficiency, with an interest in automation and process improvement
• Able to effectively partner with market leads, cross-functional stakeholders, and diverse teams across time zones

Benefits

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