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

Ideal Leader Profile

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

People Leadership

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

Commercial & Financial Management

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

Exciting Perks Await!

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)
Day shift schedule
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)
Fun engagement activities for employees
Mentorship and exposure to global leaders and teams
Career growth opportunities
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.

Apply now and be part of the #EmaptaEra.