Planning & Insights Director

Emapta Global; Metro Manila; On-site; PHP 2,000,000 - 3,200,000; Full time

Benefits offered by this job

Pioneer opportunity

Salary Advance Program

Emapta Academy unlimited upskilling

Gym access 24/7 at Ortigas & Makati

Exclusive lifestyle perks

Employee referral incentives

Government and Emapta benefits

20 annual leaves (5 cashable)

Mentorship with global leaders

Job summary

Emapta Philippines seeks a Workforce Planning & Insights Director to lead planning, forecasting and BI for a premier Australian retention operation. You will influence executive strategy, drive revenue protection and optimize the end-to-end planning and insights framework.

You will manage long-term workforce and financial planning, govern WFM tools, and lead a high-performing team, transitioning from onsite Ortigas to hybrid work.

Qualifications

• 7+ years of leadership in Planning, Workforce Management, BI, Analytics or Insights.
• Ability to translate data into strategic recommendations and actions.
• Expertise in workforce planning, demand forecasting, capacity management and analytics.
• Influence senior stakeholders with data-driven insights.
• Strong understanding of customer behavior and business drivers.
• Experience leading teams and building analytics capabilities.
• Advanced problem solving and strategic thinking.
• Australian market experience is required.

Responsibilities

• Define the vision and roadmap for the contact center's data landscape with governance.
• Translate data insights into recommendations for executives across functions.
• Champion adoption of BI platforms (Power BI, Tableau) for automated reporting.
• Establish proactive early-warning systems and performance oversight.
• Direct long-term workforce and financial planning strategies.
• Govern WFM tools, scheduling, SLA and real-time operations.
• Oversee talent acquisition, retention frameworks and governance.
• Lead Planning and Insights team to align analytics with objectives.
• Deliver concise reporting linking finances to trends and strategy.
• Pioneer building a high-performing team from the ground up.

Skills

Leadership experience

Data-driven insights

Workforce planning

Forecasting & capacity

Influencing executives

Customer behavior & drivers

Team leadership & development

Advanced analytics & BI

Australian market experience

Strategic planning & execution

VOC & churn analytics

Tools

Power BI

Tableau

Job description

Drive the Workforce Strategy Behind Australia's Leading Subscription Business

Customer retention at scale demands more than operational excellence-it requires workforce intelligence that turns data into decisive action. As the Workforce Planning & Insights Director, you'll lead the planning, forecasting, and business intelligence function for a pioneering retention operation supporting one of Australia's most recognized media organizations. Through Emapta, you'll influence executive strategy, strengthen commercial performance, and help build a world-class operation while advancing your career alongside global leaders.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift, with possible weekend shift
• Work Setup: Onsite, Ortigas (transition to Hybrid)

The Qualifications We Seek

• Minimum 7 years of leadership experience in Planning, Workforce Management, Business Intelligence, Analytics, or Insights functions
• Strong experience translating complex data into clear strategic recommendations and measurable business actions
• Hands-on expertise in workforce planning, demand forecasting, capacity management, and operational analytics
• Demonstrated ability to influence senior stakeholders through compelling, data-driven insights
• Strong understanding of customer behavior, operational performance, and key business drivers
• Experience leading teams and developing analytical, planning, and insights capabilities
• Advanced analytical, problem-solving, decision-making, and strategic thinking skills
• Australian market experience is required
• Strategic Pioneer and Builder, capable of delivering the retention vision, scaling the saves function, and protecting long-term revenue through end-to-end planning and insights strategies
• Relentlessly curious and passionate about change, leveraging customer and operational data, including Voice of Customer (VOC), churn risk, and workforce analytics, to improve customer offers, retention strategies, and operating models
• Commercially astute, with a proven ability to maximize subscriber lifetime value (LTV), protect revenue streams, and optimize commercial offers and retention capabilities

Your Daily Tasks

Strategic Insights & Leadership

• Define the vision and roadmap for the contact center's data landscape, ensuring strong governance and transforming operational, workforce, and customer metrics into actionable business intelligence
• Serve as the primary translator of data insights, influencing commercial, product, and operational strategies through compelling recommendations to executive leadership
• Champion the adoption and integration of advanced analytics and business intelligence platforms, including Power BI and Tableau, to enhance reporting, automate processes, and reduce systemic issues
• Implement proactive early-warning systems and performance oversight frameworks to identify critical trends and data anomalies requiring executive intervention

Workforce Management & Operational Planning

• Direct long-term workforce planning and financial planning strategies, translating business objectives into scalable capacity and resource models
• Govern Workforce Management tools, technologies, and methodologies to optimize scheduling, real-time operations, and Service Level Agreement (SLA) performance
• Establish talent acquisition and retention frameworks while overseeing operational governance policies that support a high-performing and compliant workforce
• Lead the Planning and Insights team, ensuring workforce planning and analytics strategies align with organizational objectives
• Govern performance management frameworks and capability development initiatives to deliver accurate workforce plans and exceed key performance indicators (KPIs)
• Foster a values-driven, inclusive, and high-performing culture in partnership with executive leadership
• Manage financial planning and budgeting activities in partnership with Finance and business leaders to ensure effective resource allocation and long-term sustainability
• Optimize the allocation of people, technology, and investments to balance customer outcomes, operational performance, and commercial priorities
• Deliver concise and actionable reporting that links financial performance, business trends, and strategic recommendations for executive stakeholders
• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Transition to Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• 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

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.