Global Real-Time Analyst — WFM & Crisis Ops

Manatal; Philippines; Remote; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Healthcare coverage (day 1)

Paid time off with cash

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines is seeking a Senior Real-Time Analyst (Global WFM) to manage real-time service delivery across international sites. Based onsite in BGC, Taguig, you will oversee queue performance, SLAs, and headcount distribution for Australia, Manila, and India.

You will lead crisis management, act as a central liaison for the Workforce Planning teams, and generate actionable reports to drive cross-site decisions.

Qualifications

• Proficiency in WFM enterprise systems (e.g., NICE IEX, My Compass) and Tableau.
• Intermediate to advanced Excel with data visualization and analysis.
• Experience coordinating multi-site global delivery teams under pressure.
• Strong track record in real-time management, SLA attainment, and crisis planning.

Responsibilities

• Oversee real-time queue performance, service levels, and headcount distribution across global sites.
• Lead crisis management protocols and 24/7 coverage for outages or incidents.
• Serve as central liaison between Workforce Planning and site WFM teams to enforce SLAs.
• Generate intraday and post-day reports with actionable insights for cross-site decisions.
• Provide coaching to site RTAs across multi-site operations.

Skills

WFM systems knowledge

Data visualization

Cross-site coordination

Decision making

Tools

NICE IEX

My Compass

Tableau

Excel

Job description

MicroSourcing in the Philippines is seeking a Senior Real-Time Analyst (Global WFM) to manage real-time service delivery across international sites. Based onsite in BGC, Taguig, you will oversee queue performance, SLAs, and headcount distribution for Australia, Manila, and India.

You will lead crisis management, act as a central liaison for the Workforce Planning teams, and generate actionable reports to drive cross-site decisions.