Global Workforce Management (WFM) Specialist
Eucalyptus
Salary undisclosed
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Description
We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.
We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.
You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.
We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.
We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.
We hope that's you.
About the Role
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.
You’ll report to the Global Patient Operations Manager (Philippines) 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 - our major markets.
What You’ll Be Doing
- 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), market growth, and operational trends.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Process Improvement: Identify opportunities to improve reporting, streamline workflows, and leverage tools or automation to improve workforce efficiency and operational visibility.
- 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 and scalable operational improvements.
- Cost Management: Partner with the Operations Manager in PH to manage workforce costs and drive efficiency improvements while preserving service quality.
Who We’re Looking For
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.
- Data-Driven: Comfortable with forecasting models, analytics tools, and workforce planning methodologies; able to turn insights into actions.
- Operationally Savvy: Strong understanding of scheduling, real-time staffing, channel mix, and SLA management in complex, distributed environments.
- Tech & Process Oriented: Comfortable using new tools and technology to improve efficiency, with an interest in automation, process improvement, and modern workforce/reporting tooling.
- Collaborative & Communicative: Can effectively partner with market leads, cross-functional stakeholders, and diverse teams across time zones.
- Proactive & Problem-Solving Mindset: Anticipates risks, identifies trends, and proposes solutions before challenges become issues.
- Adaptable: Thrives in fast-paced, evolving environments with shifting priorities and innovation opportunities.
Why You Should Join Eucalyptus
Grow with us globally – Work across Australia, the UK, and Philippines, shaping high-impact processes and training for patient operations.
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).
Wellbeing & Balance – Wellness budgets, transport allowance, and initiatives that help keep you energized and connected.
Learning & Career Growth – Access learning budgets, certifications, mentorship, and collaboration across global teams.
Purpose & Impact – Help define how our global patient support teams learn, operate, and improve — with real influence on how healthcare is delivered at scale.
Location
Manila, Philippines (On-site 3 days per week)
Working Hours
Generally 11:00am – 9:00pm PHT to support AU & UK collaboration
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.
Benefits
- paid time off
- parental leave
About this role
Eucalyptus (part of Hims & Hers) is building the operational backbone for Juniper, a major weight-management program serving patients across Australia, the UK, and four other markets. As the Global Workforce Management Specialist based in Manila, you'd own the scheduling, forecasting, and real-time staffing for all patient-facing and clinical support teams across those regions—ensuring the right people are in place to hit service levels and support evolving patient needs across calls, chats, email, and other channels.
The role blends strategic planning with hands-on execution. You'll build multi-horizon forecasts that account for seasonality and channel mix, design schedules that balance coverage with team wellbeing, monitor and adjust staffing in real time across time zones, and own the full lifecycle of overtime planning and leave management. You'll also build dashboards, spot trends in absence and performance, and work closely with market managers and operations leaders to surface capacity risks and hiring needs. The position runs 11am–9pm PHT to align with AU and UK operations, so you'll be coordinating across distributed teams regularly.
This is a fit for someone with at least four years of contact centre or multi-channel WFM experience who thinks in data and systems. You'll need comfort with forecasting models and analytics tools, a sharp eye for process improvement and automation opportunities, and the ability to stay proactive in a fast-moving environment. If you thrive on turning operational insights into action and can partner effectively across geographies and functions, this role offers real influence over how a growing global health company scales its patient operations.
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Pay for this role
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