Operations & Workforce Planning Specialist

Application Deadline: 14 November 2026

Department: Global Service Delivery

Employment Type: Permanent - Full Time

Location: Philippines

Description

Key Responsibilities

• Manage the day-to-day scheduling of group activities for our clients. 
• Implement workforce planning best practices, drawing on previous experience and industry standards. 
• Review and enhance existing scheduling processes to improve efficiency and workforce utilization. 
• Support teams in adopting and optimizing new scheduling and workforce planning systems. 
• Gather all client requirements for workshops and group events at the outset. 
• Engage the appropriate clinician as assigned by the Clinical team, working with the client to schedule the sessions based on both the client and clinician availability. 
• Ensure the Clinicians’ availability is captured on the Digital Therapy platform back-end, for counselling sessions for our clients, across our global pool of clinicians. 
• Send appropriate communication, workshop details and meeting links to the client point of contact. 
• Assist clinicians and the client with any group booking logistics challenges and escalate any issues to the Service Delivery Manager immediately. 
• Managing requests from the client within the terms of our contracts, balancing flexibility with firm boundaries where requests are outside of our service level agreements. 
• Tracking all schedule details in a standard shared document, ensuring the Service Delivery Manager and Business Operations team members can provide cover and additional support where required. 
• Ensure consistency and accuracy in scheduling practices across the organization 

• Run reports from our Digital Therapy platform, collect data from our clinical teams and prepare regular reports on operational performance and productivity.  
• Collaborate with the Clinical team and the client Service Delivery Manager to produce the monthly and quarterly business reports for our clients. 
• Recording the production of reports on the central client database as they are prepared and delivered to clients. 
• Translate complex workforce data into clear insights that drive operational efficiency and business performance 

• Support onboarding for both large-scale programs and smaller, agile engagements, ensuring efficient implementation of new client services. 
• Ensure the service information for each new client is captured for the establishment of the client. 
• Provide first line support for customer enquiries regarding scheduling and scheduling communications. 
• Configure the back-end system for the set-up of new client companies and new clinicians  
• Collaborate with the onsite and corporate clinical teams and our clients to schedule group sessions and support days based on clinician availability and aligned to customer requirements. 
• Collaborate with our clinical teams and the Service Delivery Manager to prepare Launch days for our clients, including marketing and communication packages, user guides and clinician information.   
• Our goal is to have a team that can work equally effectively on small engagements that need to be implemented with nimble efficiency over a period of weeks, as they do with the large-scale, structured onboarding projects that can take up to three months.  

• Responding to client queries received on Hubspot, engaging the relevant internal stakeholders as required.  
• Recording details of client communications, clinicians assigned and important account activities. 

• Work collaboratively within the team, supporting each other to ensure clients consistently receive excellent service. 
•  Embrace Zevo’s values of accountability, innovation, and teamwork, always putting our customers first. 

Qualification & Experience

•  3+ years of experience in business support roles, with a strong focus on customer success, communications and working with data. 
• Proven experience in workforce planning and the effective use or implementation of scheduling tools and best practices. 
• Strong experience working with AI Tools. 
• Strong analytical skills with the ability to interpret data, identify trends, and provide actionable workforce insights. 
• Confident engaging and communicating with clients, both oral and written, with the ability to lead meetings both with clients and internal teams. 
• Exceptional organizational skills, strong attention to detail, and the ability to manage multiple priorities. 
• Demonstrated excellent team working experience with the ability to take ownership of individual responsibilities, that feed into the accountabilities of key internal stakeholders. 
• Demonstrated ability to work collaboratively within a team environment, fostering innovation, accountability, and excellent client service. 
• Experience with scheduling and/or event management is a bonus. 
• Strong capability with Excel is a must, PowerBI capability is a bonus.