Global Member Care Forecasting & WFM Lead

Neko Health AB; New York (NY); On-site; USD 117,000 - 143,000; Full time

Job summary

Neko Health AB is seeking a Workforce Optimization Lead to shape how Member Care Operations forecast, plan, and optimise its people globally. You will translate data into actionable staffing strategies, balancing service levels with cost and cross-region coverage.

In this role, you will build global demand forecasts, manage real-time scheduling, and design scalable WFM standards. You will partner with leaders across markets to drive AI-enabled, human-centered workforce planning.

Qualifications

• 5+ years in workforce management, ideally in a high growth, multichannel, multisite or multicountry service operation.
• Proven experience supporting international expansion or launching new markets.
• Strong forecasting, capacity planning, and analytical skills, with high comfort in Excel/Sheets and SQL or a BI tool.
• Hands on experience with WFM platforms (e.g. NICE, Verint, Assembled, Genesys, or similar).
• Familiarity with Zendesk or comparable support tooling.
• Analytical mindset with the ability to turn data into clear recommendations.
• Excellent communication and stakeholder management skills across cultures and time zones.
• Calm, proactive approach to real time changes.
• Working knowledge of labour regulations across multiple countries is a plus.
• Fluent English; additional European languages are a plus.
• Experience in healthcare, wellness, or premium consumer service.
• Experience building WFM from early stage to a global function.
• Experience with process automation or AI assisted workflows.

Responsibilities

• 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.
• 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.
• Coach regional leads and team managers on WFM best practices.

Skills

Forecasting

Capacity planning

Analytical skills

Excel/Sheets

BI tools

SQL

WFM platforms

Stakeholder mgmt

Cross-cultural comm

Tools

NICE

Verint

Assembled

Genesys

Zendesk

Job description

Neko Health AB is seeking a Workforce Optimization Lead to shape how Member Care Operations forecast, plan, and optimise its people globally. You will translate data into actionable staffing strategies, balancing service levels with cost and cross-region coverage.

In this role, you will build global demand forecasts, manage real-time scheduling, and design scalable WFM standards. You will partner with leaders across markets to drive AI-enabled, human-centered workforce planning.