Global Real-Time Analyst (WFM) – Multi-Site, Onsite

MicroSourcing; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Career growth opportunities

Job summary

MicroSourcing in Taguig (BGC), onsite, is seeking a Senior Real-Time Analyst (Global Workforce Management) to manage real-time service delivery across Australia, Manila and India. You’ll oversee queue performance, lead crisis management, and act as the central liaison between the global WFM team and site-based crews.

You’ll drive intraday reporting, provide actionable insights, and mentor RTAs across sites, ensuring 24/7 operational continuity and SLA adherence in a multinational contact center

Qualifications

• Proficiency with WFM software (NICE IEX, My Compass) and data visualization tools (Tableau).
• Strong Excel skills with data analysis and reporting capabilities.
• Experience coordinating across multi-site global delivery teams under pressure.
• Proven track record in real-time management and crisis workforce planning.

Responsibilities

• Oversee real-time queue performance, service levels, and headcount distribution across global sites (Australia, Manila, India).
• Lead crisis management protocols and 24/7 coverage, including live staffing redeployments during outages or incidents.
• Serve as the central liaison between the Workforce Planning team and site-based WFM teams to enforce SLAs.
• Generate and distribute intraday and post-day performance reports with actionable insights.
• Mentor and align capabilities of site RTAs across multi-site operations.

Skills

WFM systems

Tableau

Advanced Excel

Multi-site coordination

Real-time management

Crisis response

Tools

NICE IEX

My Compass

Job description

MicroSourcing in Taguig (BGC), onsite, is seeking a Senior Real-Time Analyst (Global Workforce Management) to manage real-time service delivery across Australia, Manila and India. You’ll oversee queue performance, lead crisis management, and act as the central liaison between the global WFM team and site-based crews.

You’ll drive intraday reporting, provide actionable insights, and mentor RTAs across sites, ensuring 24/7 operational continuity and SLA adherence in a multinational contact center