Global Real-Time WFM Leader – Multi-Site Operations

MicroSourcing; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Competitive rewards

Job summary

MicroSourcing in Taguig is seeking a Workforce Team Leader to oversee a Global Real-Time Analyst team across Australia, Manila, and India. You will drive centralized WFM, ensure real-time performance, and guide multi-site operations.

The role emphasizes crisis management, data-driven insights, and adherence to standards, with onsite dayshifts at BGC, Taguig. The candidate will mentor site RTAs and collaborate with vendor leadership.

Qualifications

• 5+ years of robust experience in Workforce Management, specifically in Command Centre, Real-Time Management, or Centralized Planning.
• 2+ years of experience in a leadership or supervisory capacity managing WFM professionals.
• Extensive experience working in a multi-site, multi-vendor, or global BPO environment.
• Advanced technical proficiency in enterprise WFM tools (e.g., NICE IEX, My Compass) and data visualization platforms like Tableau and Advanced Excel.
• Proven expertise in leading crisis management protocols and business continuity deployment.

Responsibilities

• Lead and develop a high-performing team of Global Real-Time Analysts, driving a centralized WFM culture rooted in high ownership, accountability, and adaptability.
• Mentor site-based RTAs to align practices, capabilities, and guidance across all global locations.
• Oversee global real-time performance and compliance, ensuring optimal workforce distribution, consistent service delivery, and strict adherence to Central Workforce Planning standards and SLAs across all vendor sites.
• Act as the primary escalation point to mitigate intraday performance risks and resolve cross-site operational bottlenecks across the global network.
• Direct crisis response and business continuity efforts during critical outages and peak events by overseeing 24/7 coverage activation and rapid resource redeployment across partner networks.
• Partner with Operations and Command Centre senior leadership during crisis protocols to provide strategic workforce advisory and ensure aligned incident management.
• Serve as the senior communication bridge between the Central Workforce Planning team, vendor site leadership, and overarching business operations.
• Lead cross-site operational reviews and facilitate high-level discussions based on consolidated real-time reports and insights.
• Review intraday and post-day performance reports generated by the team, transforming them into high-level strategic recommendations for business leaders.

Skills

Workforce Management

Leadership

Crisis management

Multi-site coordination

Real-Time Analytics

Tools

NICE IEX

My Compass

Tableau

Advanced Excel

Job description

MicroSourcing in Taguig is seeking a Workforce Team Leader to oversee a Global Real-Time Analyst team across Australia, Manila, and India. You will drive centralized WFM, ensure real-time performance, and guide multi-site operations.

The role emphasizes crisis management, data-driven insights, and adherence to standards, with onsite dayshifts at BGC, Taguig. The candidate will mentor site RTAs and collaborate with vendor leadership.