Global Real-Time WFM Leader

MicroSourcing; Taguig; On-site; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Workforce Team Leader to oversee a Global Real-Time Analyst team across Australia, Manila, and India. You will drive a centralized WFM culture, mentor site RTAs, and ensure real-time service delivery meets global SLAs.

You will lead crisis management, guide 24/7 coverage, and deliver data-driven insights, partnering with Operations and the Command Centre to sustain resilient operations.

Qualifications

• 5+ years of robust experience in Workforce Management (WFM) in Command Centre, Real-Time Management, or Centralized Planning.
• 2+ years in a leadership/supervisory role overseeing WFM professionals.
• Extensive experience in a multi-site, multi-vendor, or global BPO environment.
• Proven expertise with enterprise WFM tools (NICE IEX, My Compass) and data viz platforms (Tableau, Advanced Excel).
• Experience leading crisis management and business continuity deployments.

Responsibilities

• Lead and develop a high-performing Global Real-Time Analyst team across Australia, Manila, and India.
• Direct crisis response and 24/7 coverage, coordinating resource redeployment during outages.
• Set and enforce global WFM standards and SLAs across partner networks.
• Provide data-driven insights to senior leadership and optimize cross-site operations.

Skills

WFM experience

Team leadership

Multi-site/global BPO

Crisis management

Tools

NICE IEX

My Compass

Tableau

Advanced Excel

Job description

MicroSourcing seeks a Workforce Team Leader to oversee a Global Real-Time Analyst team across Australia, Manila, and India. You will drive a centralized WFM culture, mentor site RTAs, and ensure real-time service delivery meets global SLAs.

You will lead crisis management, guide 24/7 coverage, and deliver data-driven insights, partnering with Operations and the Command Centre to sustain resilient operations.