Influence Workforce Strategy Across Australia's Large-Scale Media Operations
Lead workforce transformation supporting one of Australia's largest digital media and customer operations environments. The Workforce Manager drives forecasting accuracy, workforce optimisation, scheduling strategy, and operational performance influencing customer experience at scale. Through Emapta, access AI-driven workforce technologies, global leadership exposure, premium employee benefits, and a long-term career built for top-performing workforce management professionals.
Job Overview
- Employment type: Full-time
- Shift: Day Shift, flexible and open to weekends, holidays, and overtime
- Work setup: Onsite, Ortigas (transition to Hybrid setup)
- Salary: Earn up to PHP180,000
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
The Qualifications We Seek
- Minimum of 5+ years of workforce management experience
- At least 3 years of experience supporting Australian customers across various demographics and locations is highly preferred
- Demonstrated experience in workforce management practices and technologies within a contact centre environment, with a strong focus on forecasting, capacity planning, and scheduling
- Advanced analytical capability, with the ability to interpret complex datasets, identify trends, and develop forward-looking workforce strategies
- Strong financial acumen, including experience managing budgets, understanding cost drivers, and balancing service delivery with financial performance
- Proven ability to influence and partner with senior stakeholders across operations, finance, and recruitment
- Experience working in high-volume, customer-driven environments with a strong focus on performance optimisation and continuous improvement
- Strong experience and proven ability to work with traditional and cutting-edge AI workforce management tools and contact centre technologies, including but not limited to Genesys, Dayforce, Salesforce, and Workday
- Strong proficiency in Power BI, Microsoft Excel, Google Sheets, and Google Suites
- Commercially minded and customer-driven, with the ability to balance customer experience outcomes and financial discipline
- Influential stakeholder partner capable of aligning workforce planning, hiring strategies, and business priorities
- Data-led and continuously focused on optimisation through forecasting models, trend analysis, and operational efficiency improvements
Your Daily Tasks
Workforce Planning & Strategy
- Lead short-term and long-term workforce forecasting, capacity planning, and scheduling strategies across omni-channel contact centre operations
- Analyse customer demand trends, operational data, and business growth projections to optimize staffing and resource allocation
- Partner with Finance and Talent Acquisition teams on hiring plans, budgeting, and workforce strategies
- Utilize AI-powered workforce management, predictive analytics, and forecasting tools to improve staffing efficiency and service performance
Customer & Operational Performance
- Drive workforce strategies aligned with SLAs, response times, handling times, and customer experience targets
- Minimize wait times and abandoned interactions through effective workforce planning and real-time resource management
- Conduct workforce data analysis, call modelling, historical reporting, and performance trend reviews
- Build and manage workforce schedules and rosters while supporting training and recruitment initiatives
- Collaborate with team leaders, real-time analysts, and stakeholders to improve operational efficiency and customer outcomes
People, Communication & Compliance
- Handle workforce-related employee concerns including schedules, leave, and staffing adjustments professionally
- Communicate forecast changes, workforce plans, and operational updates clearly across stakeholders
- Ensure compliance with Australian regulations, industry standards, and internal contact centre policies
- Lead risk mitigation, root cause analysis, and operational improvement initiatives following service incidents or failures
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.
