Workforce & Analytics Director

Emapta Global; Mandaluyong; On-site; PHP 2,344,000 - 3,906,000; Full time

Benefits offered by this job

HMO coverage

Office in Ortigas

Day shift with weekends off

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Employee referral incentives

20 annual leaves

Mentorship & global exposure

Job summary

Emapta Philippines is seeking a Lead Enterprise Workforce Strategy, Customer Analytics, and Commercial Performance. The role focuses on aligning workforce forecasting, contact center operations, customer intelligence, and financial performance with executive priorities.

It offers executive exposure and a transformative leadership path. The position emphasizes WFM mastery, analytics leadership, and large-scale change initiatives to optimize customer retention, revenue and operational efficiency,

Qualifications

• At least 7 years of Director-level leadership experience overseeing workforce planning, BI, and performance in high-volume contact centers.
• Extensive expertise in Workforce Management (WFM) including demand forecasting, capacity modeling, multichannel scheduling, and optimization.
• Proven ability to develop and execute enterprise-wide workforce planning, analytics, and insights strategies to drive efficiency, CX, and growth.
• Strong background in customer experience analytics and BI, with proficiency in Power BI or similar platforms.
• Track record in large-scale transformations, scalable processes, performance frameworks, and organizational change.

Responsibilities

• Lead WFM operations: forecasting, capacity, scheduling, and real-time performance.
• Design an integrated data, insights, and planning strategy spanning BI, governance, and performance.
• Interpret VOC, CX metrics, and analytics to identify gaps and improvements.
• Analyze customer behavior, sales, and financial metrics to drive retention and revenue growth.
• Present data-driven recommendations to executives impacting commercial priorities.
• Oversee BI tooling deployment (Power BI, Tableau) for accurate reporting and decisions.
• Introduce automated reporting and early warning indicators to monitor KPI risks.
• Translate business growth into long-term workforce forecasts and staffing models.
• Set standards, methodologies, and controls to improve resource utilization and SLA attainment.
• Develop talent acquisition and retention strategies to sustain operation continuity.
• Guide Planning and Insights teams with leadership and professional development.

Skills

Director-level leadership

Workforce Management (WFM)

Forecasting

Capacity planning

Power BI

Tableau

VOC analysis

Customer lifetime value

Executive communication

Tools

Power BI

Tableau

Job description

Lead Enterprise Workforce Strategy, Customer Analytics, and Commercial Performance

The strongest business decisions begin with leaders who understand both people and performance. As Workforce & Analytics Director, you'll lead the development of a strategic planning and insights function, connecting workforce forecasting, contact center operations, customer intelligence, and financial performance to executive priorities. Your expertise will influence capacity investments, customer retention, operational efficiency, and sustainable growth across an international business. With Emapta, pursue a long-term leadership career offering executive exposure, meaningful strategic ownership, and a Top 1% experience for Top 1% talent.

Job Overview

Employment Type: Full-Time

Salary: Up to PHP 350,000

Work Setup: Onsite, Ortigas

The Qualifications We Seek

• At least 7 years of Director-level leadership experience overseeing workforce planning, business intelligence, and operational performance within high-volume contact center environments.
• Comprehensive expertise in Workforce Management (WFM), including demand forecasting, capacity modeling, multichannel workforce scheduling, and resource optimization
• Proven ability to develop and execute enterprise-wide workforce planning, analytics, and insights strategies that support operational efficiency, customer experience, and commercial growth
• Strong background in customer experience analytics, statistical analysis, and business intelligence, with proficiency in Power BI or similar reporting and visualization platforms
• Demonstrated success delivering large-scale business transformation and operational improvement initiatives, establishing scalable processes, performance frameworks, and sustainable organizational change
• Advanced analytical capabilities in interpreting Voice of the Customer (VOC), customer churn, workforce productivity, and operational performance data to uncover risks, identify opportunities, and recommend strategic improvements
• Strong commercial and financial acumen, with an understanding of customer lifetime value, revenue optimization, customer retention, and the relationship between operational performance and profitability
• Exceptional executive communication, stakeholder management, and influencing skills, with the ability to present complex findings, gain leadership alignment, and translate insights into high-impact business decisions

Your Daily Tasks

• Spearhead Workforce Management (WFM) operations, overseeing demand forecasting, capacity planning, multichannel scheduling, and real-time workforce performance.
• Design and implement an integrated data, insights, and operational planning strategy that strengthens business intelligence, data governance, and long-term organizational performance.
• Interpret customer experience metrics, Voice of the Customer (VOC) feedback, and operational analytics to uncover performance gaps, anticipate challenges, and recommend strategic improvements.
• Analyze customer behavior, sales performance, and financial metrics to identify opportunities for customer retention, revenue growth, and increased customer lifetime value.
• Influence executive leadership through strategic presentations and data-driven recommendations, guiding commercial, product, and operational priorities.
• Oversee the implementation and optimization of Power BI, Tableau, and business intelligence solutions, strengthening analytics capabilities, reporting accuracy, and decision-making.
• Introduce automated reporting, performance monitoring systems, and early warning indicators to identify KPI risks, resolve recurring operational issues, and support timely corrective action.
• Translate business growth objectives into long-term workforce forecasts, financial projections, and scalable staffing models that support efficient operations.
• Establish and maintain workforce management standards, scheduling methodologies, and operational controls to improve resource utilization, real-time execution, and Service Level Agreement (SLA) achievement.
• Develop talent acquisition, employee retention, and workforce compliance strategies that support operational continuity and a productive workforce.
• Provide strategic direction to the Planning and Insights team, overseeing workforce initiatives, performance management frameworks, and professional development programs.
• Cultivate an inclusive, accountable, and high-performing team culture, collaborating with executive leaders to strengthen employee engagement and organizational effectiveness.
• Partner with Finance and business stakeholders to oversee budget development, financial planning, and investment decisions, ensuring effective allocation of people, technology, and operational resources.
• Produce executive-level business reports connecting financial results, operational trends, customer performance, and actionable strategic recommendations.
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas
• Day shift schedule with fixed weekends off
• Salary Advance Program through banking partner
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks
• 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
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

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

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.