Global Real-Time WFM Lead - AU Telco

MicroSourcing; Taguig; On-site; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time off

Job summary

MicroSourcing in the Philippines is hiring a Workforce Team Leader to guide a Global Real-Time Analyst team across Australia, Manila, and India. This onsite, dayshift role focuses on real-time service delivery, crisis management, and data-driven decision making to optimize cross-site performance.

As a senior leader, you will drive standardization of WFM practices, mentor vendor RTAs, and partner with Operations to ensure resilient operations and stakeholder alignment across the network.

Qualifications

• 5+ years of robust experience in Workforce Management, specifically in Command Centre, Real-Time Management, or Centralized Planning.

Responsibilities

• Lead and develop a high-performing Global Real-Time Analyst team.
• Mentor site-based RTAs to align practices across locations.
• Oversee global real-time performance, ensure SLA adherence.
• Direct crisis response, 24/7 coverage, and rapid resource redeployment.
• Collaborate with vendor site leadership and central workforce planning.
• Identify operational gaps and drive automation and process improvements.

Skills

Leadership

Workforce Management

Crisis Management

Data Visualization

Advanced Excel

Tools

NICE IEX

My Compass

Tableau

Excel

Job description

MicroSourcing in the Philippines is hiring a Workforce Team Leader to guide a Global Real-Time Analyst team across Australia, Manila, and India. This onsite, dayshift role focuses on real-time service delivery, crisis management, and data-driven decision making to optimize cross-site performance.

As a senior leader, you will drive standardization of WFM practices, mentor vendor RTAs, and partner with Operations to ensure resilient operations and stakeholder alignment across the network.