About the Job
We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.
Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.
Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clin...
Key Responsibilities
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.
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.
Required Skills & Abilities
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.
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.
