Job Opportunities API

About Us: The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.  Our commitment to diversity and inclusion in the workplace: At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.  About the role: Customer Care plays a critical role in protecting and strengthening the relationship between the Financial Times and its global readership. Delivering consistently excellent service relies on accurate forecasting, effective workforce planning, timely operational insight and clear performance visibility. Reporting to the Head of Performance & Insights, the Management Information Manager leads the Management Information team and is responsible for workforce planning, operational reporting and real-time performance management across the Customer Care operation. The role ensures leaders have the insight, forecasts and recommendations needed to make informed operational decisions. Working closely with operational stakeholders, the Management Information Manager identifies emerging trends, highlights risks and opportunities, and translates complex operational data into practical recommendations that improve customer experience, colleague effectiveness and operational performance. Alongside leading the team, the role is responsible for continuously improving reporting, forecasting and workforce management processes, including supporting the implementation and ongoing optimisation of workforce management technology and AI-enabled capabilities. Responsibilities: Lead and develop the Management Information Team (Reporting Analyst and Real Time & Workforce Management Analyst), ensuring priorities, responsibilities and performance expectations are clear. Report directly to the Head of Performance & Insights, providing concise updates on performance trends, forecast accuracy, capacity risks, scheduling effectiveness and progress against team objectives. Represent the Management Information Team within Customer Care and regular operational leadership meetings, speaking confidently on behalf of the team and escalating key risks, opportunities and recommendations. Organise and manage the team's reporting, real-time and workforce management activity, ensuring outputs are accurate, timely, consistent and aligned to stakeholder needs. Plan contact centre workload, forecasts, staffing requirements, and schedules across all channels, accounting for volume trends, shrinkage, SLAs, and projected staffing surplus or deficits.  Produce short- and long-term contact volume forecasts, capacity plans and schedules across Customer Care channels and present in a clear and commercially relevant way for senior stakeholders and operational managers. Monitor service levels, occupancy, average handling time, chat concurrency, productivity, shrinkage and other agreed KPIs, identifying trends, risks, anomalies and improvement opportu