Global Workforce Management (WFM) Specialist

TL;DR

Global Workforce Management (WFM) Specialist: Managing staffing levels, capacity planning, and real-time scheduling for patient-support teams across Australia and the UK with an accent on SLA management and demand forecasting. Focus on building and optimizing data-driven workforce strategies to ensure cost-effective and responsive service delivery.

Location: Must be based in Manila, Philippines (On-site 2-3 days per week)

Company

hirify.global is a health-tech company building a long-term care platform for weight management, supporting patients through telehealth services across multiple global markets.

What you will do

• Build and refine multi-horizon forecasts to inform staffing needs based on seasonality and growth.
• Create and maintain rostering schedules that balance service levels and team wellbeing.
• Monitor intraday volumes and adjust staffing in real-time to maintain service level agreements.
• Collaborate with Team Leads to manage attendance, PTO planning, and absence trends.
• Plan and manage overtime requirements to ensure adequate coverage and backlog clearance.
• Develop WFM dashboards and analyze KPIs like utilization, shrinkage, and forecast accuracy.

Requirements

• Minimum 4 years of experience in workforce management within contact centers or multi-channel environments.
• Strong understanding of scheduling, real-time staffing, and SLA management.
• Proficiency in forecasting models and workforce planning methodologies.
• Ability to partner effectively with cross-functional stakeholders across different time zones.
• Must be able to work 11:00am – 9:00pm PHT to support AU and UK market operations.
• Excellent analytical skills with a proactive, problem-solving mindset.

Culture & Benefits

• Comprehensive health coverage including dependents.
• Statutory benefits including SSS, PHIC, Pag-IBIG, and 13th-month pay.
• Wellness and learning budgets to support career growth and personal well-being.
• Hybrid work environment with flexible scheduling.
• Opportunities to collaborate with a global, diverse, and multidisciplinary team.
• Regular team social events and office bonding activities.