Global Real-Time Operations Leader — Multisite WFM

MicroSourcing; Taguig; On-site; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Above-market compensation

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Workforce Team Leader to oversee a Global Real-Time Analyst team within Central Workforce Planning. You will guide multi-site operations across Australia, Manila, and India, driving data-driven insights and ensuring service levels across vendor sites.

Lead, mentor and build capabilities, manage crises, and optimize resource deployment while upholding WFM standards and incident response protocols. Onsite dayshift in Taguig.

Qualifications

• 5+ years of robust experience in Workforce Management, specifically in Command Centre, Real‑Time Management, or Centralized Planning.
• 2+ years in a leadership or supervisory capacity managing WFM professionals.
• Experience in multi-site, multi-vendor, or global BPO environments.
• Expertise with enterprise WFM tools (NICE IEX, My Compass) and data viz (Tableau, Advanced Excel).
• Proven crisis management and business continuity deployment experience.

Responsibilities

• Lead and develop Global Real-Time Analysts across multiple vendor sites.
• Mentor site-based RTAs to align practices globally across locations.
• Oversee intraday performance and enforce standards across networks.
• Direct crisis response and 24/7 coverage during outages.

Skills

Workforce Management

Leadership

Crisis Management

Multi-site Operations

Executive Communication

Tools

NICE IEX

My Compass

Tableau

Advanced Excel

Job description

MicroSourcing is seeking a Workforce Team Leader to oversee a Global Real-Time Analyst team within Central Workforce Planning. You will guide multi-site operations across Australia, Manila, and India, driving data-driven insights and ensuring service levels across vendor sites.

Lead, mentor and build capabilities, manage crises, and optimize resource deployment while upholding WFM standards and incident response protocols. Onsite dayshift in Taguig.