Global Workforce Management (WFM) Specialist

Work as a Global Workforce Management specialist responsible for forecasting, scheduling, and real-time staffing for patient-support teams. The role sits within Global Patient Operations supporting markets in Australia and the UK.

What you'll do

• Develop multi-horizon forecasts for staffing needs
• Create and maintain schedules and rosters to meet SLAs
• Monitor intraday volumes and adjust staffing in real time
• Manage PTO, attendance, and overtime planning and reporting
• Build WFM dashboards and deliver capacity and demand insights

What they're looking for

• At least 4 years workforce management experience in contact centres
• Comfortable with forecasting models and analytics tools
• Strong knowledge of scheduling, channel mix, and SLA management
• Familiarity with workforce tooling, automation, and process improvement
• Able to collaborate across markets and time zones

Skills

• workforce management
• forecasting
• scheduling
• capacity planning
• real-time staffing
• reporting and analytics
• process improvement

Summary written by StartupJobs from the company's listing. The full listing is on the company's website.