We are scaling aggressively, and this is the moment to get it right, before the gap is too deep to unwind. If you want to build something extraordinary, something members feel every time they reach us, this is the role.

What You’ll Deliver in the First 6 to 12 Months

Build and maintain data driven global and regional demand forecasts across a dynamic, evolving mix of channels (such as phone, email, chat, and messaging), adapting models as new channels launch, volumes shift between them, and member preferences change. Factor in bookings, scan volumes, campaigns, market launches, and seasonality.

Create capacity plans and schedules that balance service levels, team wellbeing, and cost across time zones, languages, and sites.

Plan staffing for new market and clinic launches, from opening headcount to ramp up curves.

Manage real time operations: monitor queues, adjust staffing, and coordinate intraday changes, including follow the sun and cross region coverage.

Own scheduling processes (shift bids, leave, absence, swaps) while ensuring compliance with local labour laws and working time rules in each country.

Track, analyse, and report on key metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.

Produce global headcount and hiring plans with Member Care leaders and Talent Acquisition, including onboarding and training schedules.

Design scalable WFM processes, standards, and playbooks that new markets can adopt quickly.

Evaluate, implement, and optimise WFM tooling, and explore automation and AI to improve forecasting, scheduling, and analytics.

Build dashboards and regular reporting for leadership, using analytics to surface trends and flag risks early.

Member Care Operations Workforce Lead

Responsibilities

Qualification

Preferred

Benefits

Company

Neko Health

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