Global Real-Time Workforce Lead

MicroSourcing International; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Healthcare coverage day one

Paid time off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing International in Manila (BGC) is seeking a Workforce Team Lead - Real Time Management. You will direct a global team of Real-Time Analysts across Australia, Manila, and India, ensuring 24/7 coverage and adherence to Central Workforce Planning standards.

This leadership role emphasizes data-driven insights, crisis management, and cross-site collaboration to optimize resources, mitigate outages, and sustain high service levels across vendor sites.

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.
• Extensive experience in a multi-site, multi-vendor, or global BPO environment.
• Advanced technical proficiency in enterprise WFM tools (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.
• Mentor site-based RTAs to align practices across global locations.
• Oversee global real-time performance and compliance with Central Workforce Planning standards and SLAs.
• Act as primary escalation point to mitigate intraday performance risks and cross-site bottlenecks.
• Direct crisis response and business continuity during outages with 24/7 coverage activation.
• Partner with Operations and Command Centre leadership for crisis protocols.
• Serve as senior communications bridge between Central Workforce Planning and vendor site leadership.
• Lead cross-site reviews and consolidate real-time reports into strategic guidance.

Skills

Team Leadership

Crisis Management

WFM Expertise

Data Analytics

Tableau

Excel Proficiency

Tools

NICE IEX

My Compass

Tableau

Advanced Excel

Job description

MicroSourcing International in Manila (BGC) is seeking a Workforce Team Lead - Real Time Management. You will direct a global team of Real-Time Analysts across Australia, Manila, and India, ensuring 24/7 coverage and adherence to Central Workforce Planning standards.

This leadership role emphasizes data-driven insights, crisis management, and cross-site collaboration to optimize resources, mitigate outages, and sustain high service levels across vendor sites.