Job Description

Administrative

• Direct Reports: 3-8 Workforce Management Analysts and Support Enablement and Delivery Analysts
• Reports To: Client Support Enablement & Delivery Senior Director
• Employment Type: Full-time, Salaried

Requirements

• 3-5 years of experience in Workforce Management, Support Enablement, Client Support Delivery, Quality Management, or a related support leadership function
• 2-3 years of successful people leadership experience managing individual contributors
• Experience leading workforce planning activities including forecasting, scheduling, capacity planning, and service level management
• Experience managing support enablement, quality, training, knowledge management, or operational improvement initiatives
• Ability to lead departmental and cross-functional projects from planning through execution
• Experience supporting large-scale global support organizations across multiple regions and time zones
• Strong analytical and problem-solving skills with the ability to translate data into actionable business recommendations
• Experience working with workforce management platforms, reporting tools, and support technologies

Key Responsibilities

People Leadership & Team Management

• Directly manage a team of Workforce Management and Support Enablement & Delivery professionals
• Conduct regular 1:1 meetings, coaching sessions, and career development discussions
• Complete performance evaluations and establish individual development plans
• Approve PTO and manage employee scheduling and workforce coverage within the team
• Lead team meetings and communicate organizational priorities, goals, and initiatives
• Foster a culture of accountability, collaboration, continuous improvement, and client focus
• Coach employees on performance, skills development, and professional growth

Workforce Management Leadership

• Partner with support leadership to oversee forecasting, staffing models, scheduling, and capacity planning activities
• Review workforce trends and performance metrics to ensure optimal support coverage and resource utilization
• Monitor and improve adherence to service levels, response time targets, productivity goals, and workforce KPIs
• Provide recommendations regarding staffing requirements, coverage models, and workforce optimization opportunities
• Drive consistency in workforce management practices across regional support teams

Support Enablement & Delivery

• Support the execution of global support enablement initiatives that improve the client support experience
• Partner with leadership to ensure alignment of support processes, standards, and best practices across regions
• Oversee initiatives related to quality management, knowledge management, operational readiness, and support effectiveness
• Drive adoption of tools, reporting capabilities, documentation standards, and process improvements
• Identify opportunities to improve team effectiveness, consistency, scalability, and operational maturity

Operational Excellence & Project Leadership

• Lead departmental projects as both a project manager and contributor
• Take ownership of strategic initiatives, ensuring completion through collaboration with cross-functional teams
• Support escalation resolution and operational issues impacting support delivery
• Delegate projects and initiatives effectively among team members while ensuring accountability
• Identify, communicate, and implement process improvement opportunities across support enablement and workforce management functions
• Develop and maintain operational documentation, procedures, and standards

Talent Acquisition & Development

• Participate in recruiting efforts as a hiring manager
• Interview and evaluate candidates for Workforce Management and Support Enablement roles
• Assist with onboarding and development of new team members
• Support succession planning and long-term talent development initiatives

Candidate Profile

• Strong understanding of Workforce Management, Support Enablement, and Client Support Delivery practices
• Proven leadership and coaching capabilities
• Excellent verbal and written communication skills
• Comfortable presenting data, recommendations, and performance insights to leadership
• Collaborative leader who builds strong relationships across teams and regions
• Demonstrates ownership, accountability, and a continuous improvement mindset
• Successfully balances strategic initiatives with day-to-day operational leadership
• Acts as a positive role model and champion of organizational change

Cultural Fit

• Acts with integrity, honesty, inclusion, and respect
• Takes initiative and follows through on commitments
• Demonstrates a strong sense of ownership and accountability
• Embraces change and helps others navigate transformation effectively
• Focuses on delivering exceptional experiences for clients and employees
• Celebrates team accomplishments while driving continuous improvement
• Leads with a global mindset and promotes collaboration across regions

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! 

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?  

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!  

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!