Planning & Insights Director

Emapta Global; Mandaluyong; On-site; PHP 4,000,000 - 6,000,000; Full time

Benefits offered by this job

HMO Day 1

Gym access

Upskilling via Emapta Academy

Lifestyle perks

20 annual leaves

Mentorship & leadership exposure

Job summary

Emapta Philippines is seeking a Planning & Insights Director to lead strategic workforce planning for a leading Australian media business. You will establish a high-impact data, insights, and planning function, shaping demand forecasting, capacity strategy, and executive reporting.

This onsite role in Ortigas offers a pioneer leadership opportunity, day-1 HMO, extensive upskilling through Emapta Academy, and a path to a long-term leadership career across global teams.

Qualifications

• Minimum of 7 years of senior leadership experience at the Director level in data, insights, and planning within a high-volume contact centre.
• Expert-level command of end-to-end Workforce Management (WFM) including demand forecasting, capacity planning, and scheduling optimization.
• Proven expertise in customer experience and operational analytics using Power BI to generate insights and recommendations.
• Demonstrated success leading large-scale transformation initiatives and influencing executive stakeholders with data-driven narratives.

Responsibilities

• Demonstrate expert-level WFM, including demand forecasting, capacity planning, scheduling optimization and real-time operational management.
• Transform VOC and performance data into actionable business strategies.
• Leverage subscriber and financial data to generate high-impact commercial insights.
• Craft data-backed narratives that influence stakeholders and drive critical decisions.
• Provide leadership in customer experience and analytics, translating signals into actions.

Skills

WFM leadership

Forecasting

Capacity planning

Scheduling optimization

Power BI

Executive storytelling

Operational analytics

Tools

Power BI

Job description

The Workforce Intelligence Behind Australia's Leading Digital Media Experiences

Australia's digital media and publishing industry operates at the intersection of audience engagement, subscriber loyalty, and commercial performance. As Planning & Insights Director, you'll establish and lead a strategic workforce planning and intelligence function for one of the country's leading media organizations. From enterprise-level forecasting and capacity strategy to executive insights and operational transformation, your leadership will influence how the business serves its audiences and sustains growth. Through Emapta, you'll gain international executive exposure, the opportunity to establish a pioneer function, and a long-term leadership career supported by premium benefits and professional development.

Job Overview

Employment Type: Full-Time

Work Setup: Onsite, Megatower, Ortigas

• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule with fixed weekends off
• Salary Advance Program through banking partner
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

• Minimum of 7 years of senior leadership experience at the Director level, focused on developing and executing data, insights, and operational planning strategies within a high-volume contact centre environment
• Expert-level command of end-to-end Workforce Management (WFM) principles, including strategic demand forecasting, capacity planning, and scheduling optimization across multiple channels
• Proven expertise in customer experience and operational analytics, utilizing statistical rigor and business intelligence platforms such as Power BI to generate commercially valuable insights and recommendations
• Demonstrated success leading large-scale operational or business transformation initiatives and influencing executive stakeholders through compelling, data-driven narratives that shape business strategy and drive change
• Strategic Vision and Transformation Leadership - Drives long-term business success by shaping and executing the end-to-end Insights, Planning, and Workforce Management strategy. Builds scalable frameworks, leads organizational transformation, and aligns operational capabilities with commercial objectives.
• Data-Driven Innovation and Continuous Improvement - Demonstrates relentless curiosity and a passion for improvement by leveraging Voice of the Customer (VOC), churn risk, workforce, and performance data to identify opportunities, optimize operations, and influence strategic decision-making.
• Commercial Acumen and Business Impact - Brings a strong understanding of customer lifetime value, revenue optimization, and business performance. Uses insights to strengthen commercial strategies, improve customer outcomes, and support sustainable business growth.

Your Daily Tasks

Key Attributes for a Senior Strategic Leader (Data, Insights, and Planning)

• Demonstrate expert-level command of end-to-end Workforce Management (WFM), including demand forecasting, capacity planning, scheduling optimization and real-time operational management
• Apply deep expertise in customer experience and operational analytics to transform complex performance data and Voice of Customer (VOC) insights into actionable business strategies
• Leverage operational, subscriber, and financial data to generate high-impact commercial insights that influence retention, sales, and long-term subscriber value strategies
• Craft compelling, data-backed narratives that influence stakeholders and drive critical company-wide decisions
• Provide leadership in customer experience and operational analytics, translating customer and performance signals into meaningful business actions

Strategic Insights & Leadership

• Define the vision and roadmap for the contact centre's entire data ecosystem, ensuring strong governance and the transformation of operational, workforce, and customer metrics into strategic business intelligence
• Serve as the principal data translator, influencing commercial, product, and operational roadmaps through compelling insights delivered to senior leadership
• Champion the adoption and integration of advanced analytics and business intelligence platforms such as Power BI and Tableau
• Drive innovation in reporting, process automation, and systemic issue reduction to elevate customer experience data practices
• Implement proactive performance oversight frameworks and early warning systems to enable timely executive intervention on critical trends and KPI risks

WFM and Operational Planning

• Direct long-term workforce and financial planning strategies, converting business objectives into scalable capacity models
• Govern workforce management tools and methodologies to optimize scheduling, real-time execution, and Service Level Agreement (SLA) performance
• Establish talent acquisition and retention frameworks while overseeing operational policies that support a high-performing and compliant workforce

People

• Lead the Planning and Insights team, ensuring workforce strategies and data initiatives align with broader organizational objectives
• Govern performance frameworks and team development programs to consistently deliver workforce plans that exceed key performance indicators
• Foster a values-driven, inclusive, and high-care culture in partnership with executive leadership

Commercial and Financial Management

• Manage financial planning and budget activities in collaboration with Finance and business leaders to ensure sustainable growth and effective resource utilization
• Optimize the allocation of people, technology, and investments to balance customer outcomes, operational performance, and commercial priorities
• Deliver concise executive reporting that connects financial performance, business trends, and strategic recommendations

Join the Top 1% Talent. A better career. A better life.

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.