Global Real-Time Analyst — WFM & Crisis Ops

Manatal; Philippines; Remote; PHP 420,000 - 750,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

Paid time off

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Senior Real-Time Analyst (Global) to manage real-time service delivery across international locations from its Manila hub. You will oversee queue performance, service levels, and headcount across sites in Australia, Manila, and India.

The role emphasizes crisis management, 24/7 coverage, and serving as a central bridge between the central WFM team and site-based RTAs to enforce SLAs and drive cross-site decision making.

Qualifications

• Proficiency in WFM enterprise systems and reporting tools.
• Excel skills with data visualization and analysis capabilities.
• Ability to coordinate across multi-site global delivery teams and remain decisive under pressure.
• Strong track record in real-time management, schedule adherence, and crisis planning.
• Ownership and adaptability for 24/7 operational continuity.

Responsibilities

• Oversee real-time queue performance and service levels across global sites (Australia, Manila, India).
• Lead crisis management, 24/7 coverage, and live staffing redeployments during incidents.
• Serve as central liaison between the central WFM team and site-based teams to enforce policies and SLAs.
• Generate and distribute intraday and post-day performance reports with actionable insights.
• Provide guidance and mentorship to site RTAs across multi-site operations.

Skills

WFM systems

Tableau

Excel

Multi-site coordination

Real-time management

Tools

NICE IEX

My Compass

Job description

MicroSourcing is seeking a Senior Real-Time Analyst (Global) to manage real-time service delivery across international locations from its Manila hub. You will oversee queue performance, service levels, and headcount across sites in Australia, Manila, and India.

The role emphasizes crisis management, 24/7 coverage, and serving as a central bridge between the central WFM team and site-based RTAs to enforce SLAs and drive cross-site decision making.