Management Information Manager (Customer Care)

TL;DR

Management Information Manager (Customer Care): Leading the MI team to provide workforce planning, operational reporting, and real-time performance management for the Customer Care operation with an accent on demand forecasting and capacity modelling. Focus on translating complex operational data into actionable recommendations to improve customer experience and operational efficiency.

Location: Manila, Philippines (Hybrid / Flexible working)

Company

The hirify.global is a global news organization dedicated to delivering independent, quality information and services to a worldwide audience.

What you will do

• Lead and develop the Management Information Team, managing priorities, responsibilities, and performance expectations.
• Develop short- and long-term contact volume forecasts, capacity plans, and schedules across all Customer Care channels.
• Monitor critical KPIs including service levels, occupancy, average handling time, and productivity to identify risks and trends.
• Collaborate with operational managers to translate data insights into practical actions that improve colleague effectiveness.
• Embed and optimize AI capabilities within MI processes to automate reporting and enhance forecasting accuracy.
• Represent the MI team in leadership meetings, reporting progress and escalating key risks to the Head of Performance & Insights.

Requirements

• Proven experience in people management or team leadership, including coaching and performance support.
• 3+ years of experience in MI, forecasting, scheduling, capacity planning, or contact centre reporting.
• Advanced Excel skills and proficiency in working with large, complex data sets.
• Strong understanding of workforce management (WFM) principles, including shrinkage and demand forecasting.
• Excellent communication skills with the ability to influence senior stakeholders.
• Must be based in Manila.

Nice to have

• University degree in Statistics, Mathematics, Business Management, or Data Analytics.
• Experience with Salesforce reporting or specialized Workforce Management (WFM) tools.
• Ability to develop automated or macro-enabled reports.
• Experience with multi-channel contact center operations (voice, email, chat).
• Regular use of AI tools to improve productivity.

Culture & Benefits

• Inclusive work environment that values diversity, curiosity, and ambitious thinking.
• Flexible working arrangements, including work-from-home options.
• Generous annual leave and enhanced family leave packages.
• Comprehensive health coverage, including medical and dental insurance.
• Company match programs for employees.