Global Workforce Management (WFM) Specialist
AirTree Ventures is a network-powered venture capital firm backing Australian and New Zealand founders building iconic technology companies. It invests across stages from seed to growth and supports its portfolio through founder and operator networks, talent, press and customer introductions.
About AirTree Ventures
AirTree Ventures is a network-powered VC that backs Aussie and Kiwi founders, growing and supporting the ANZ startup ecosystem. It has invested in 140+ portfolio companies and 250+ founders, helping create over 19,000 jobs. The firm recently announced its Fund V, a $650m fund comprising a $250M Seed fund and a $400M Growth fund, to back founders from idea stage to becoming global household names. Beyond capital, AirTree runs programs such as Pioneer (for outlier women and gender-diverse people in tech) and Explorer (nurturing diverse angel investors), and publishes 'Open Source VC' content including company-building guides, templates, databases and interviews. Clients/portfolio companies include notable Australian startups such as Canva, Xplor, Kismet and Qwilr, reflecting a focus on early-stage to growth-stage technology founders in Australia and New Zealand.
Skills
About the Role
You will play a critical role ensuring that all 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 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 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.
Requirements
- At least 4 years of proven experience in workforce management within contact centres or multi-channel operational environments
- Comfortable with forecasting models, analytics tools, and workforce planning methodologies
- Strong understanding of scheduling, real-time staffing, channel mix, and SLA management in complex, distributed environments
- Comfortable using new tools and technology to improve efficiency, with an interest in automation and process improvement
- Able to effectively partner with market leads, cross-functional stakeholders, and diverse teams across time zones
Responsibilities
- Build and refine multi-horizon forecasts that inform staffing needs across patient-facing teams and clinical/support workflows
- Create and maintain schedules that balance service levels, coverage minimums, productivity, and team wellbeing
- Monitor intraday volumes and adjust staffing as needed in real time to maintain service levels across channels and geographies
- Own the PTO planning view and collaborate with Team Leads to ensure minimum coverage
- Track and escalate absence trends that risk operational performance
- Identify, plan, and manage overtime needs end-to-end from forecasting to scheduling, monitoring, and evaluating outcomes
- Communicate forecast accuracy, hiring needs, capacity risks, and opportunities to market managers and senior leadership
- Build and maintain WFM dashboards showing forecast vs actuals, coverage metrics, utilisation, shrinkage, OT impact, and other KPIs
- Identify opportunities to improve reporting, streamline workflows, and leverage tools or automation to improve workforce efficiency
- Collaborate with stakeholders across Ops, QA, Training, Process, and Product to align workforce strategy with quality outcomes
- Partner with the Operations Manager to manage workforce costs and drive efficiency improvements
Benefits
- Comprehensive health coverage including dependents
- Vacation, sick, and parental leave
- 13th-month pay
- Statutory benefits (SSS, PHIC, Pag-IBIG)
- Wellness budgets
- Transport allowance
- Learning budgets, certifications, and mentorship