Global Real-Time WFM Analyst: 24/7 Crisis & Scheduling

MicroSourcing; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Job summary

MicroSourcing is hiring a Senior Real-Time Analyst (Global WFM) to oversee real-time queue performance and service levels across Australia, Manila, and India. You will manage crisis staffing, provide centralized visibility, and coordinate with site WFM teams to enforce SLAs.

You will guide RTAs, generate intraday reports, and drive cross-site operational decisions in a fast-paced international environment.

Qualifications

• Proven ability to coordinate across multi-site global delivery teams and manage real-time operations.
• Strong Excel and data visualization skills to analyze intraday and post-day performance.
• Experience with crisis workforce planning and 24/7 operational continuity.

Responsibilities

• Oversee real-time queue performance and service levels across global delivery sites (Australia, Manila, India).
• Lead crisis management protocols and 24/7 coverage during incidents.
• Serve as central liaison between the Workforce Planning team and site WFM teams to enforce SLAs.

Skills

WFM knowledge

Excel

Data visualization

Multi-site coordination

Crisis management

Stakeholder management

Tools

NICE IEX

My

Tableau

Job description

MicroSourcing is hiring a Senior Real-Time Analyst (Global WFM) to oversee real-time queue performance and service levels across Australia, Manila, and India. You will manage crisis staffing, provide centralized visibility, and coordinate with site WFM teams to enforce SLAs.

You will guide RTAs, generate intraday reports, and drive cross-site operational decisions in a fast-paced international environment.