Global Workforce Management (WFM) Specialist
Core
Ensure patient-supporting teams (clinical, operational, coaches) are scheduled, staffed, and forecasted to meet demand and SLAs across Australia and the UK.
Role type
Senior Workforce Management Specialist
Builds
Staffing schedules, multi-horizon forecasts, real-time support capacity, and WFM dashboards for patient-facing workflows.
Domain
Healthcare operations / Weight management / Contact center operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Workforce forecasting, capacity planning, scheduling & rostering, SLA management, real-time staffing coordination, PTO/leave management, overtime planning, data analytics, process improvement
Preferred skills
Automation tooling, multichannel operations experience, cross-timezone collaboration
Technologies
WFM software, analytics tools, forecasting models
Responsibilities
Build multi-horizon forecasts for staffing needs; create and maintain schedules balancing service levels and coverage; monitor intraday volumes and adjust staffing in real time; manage PTO planning and absence trends; plan and report on overtime needs; communicate forecast accuracy and hiring needs to leadership; build and maintain WFM dashboards; identify process improvement opportunities; partner with stakeholders to align workforce strategy with operational goals.
Seniority
Senior, hands-on IC