Global Real-Time Workforce Leader
Manatal
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Benefits offered by this job
Job summary
MicroSourcing in the Philippines invites you to join as a Workforce Team Leader for AU Consumer Telco. Based in BGC, Taguig, this onsite, dayshift role leads a Global Real-Time Analyst team across Australia, Manila, and India, delivering data-driven insights and resilient service delivery.
You will mentor RTAs, enforce Central Workforce Planning standards, and coordinate with vendor leadership to optimize multi-site operations.
Qualifications
- 5+ years in Workforce Management, with Real-Time/Command Centre or Centralized Planning experience.
- 2+ years in a leadership or supervisory role managing WFM professionals.
- Experience in multi-site, multi-vendor, or global BPO environments.
- Proficient in enterprise WFM tools and data visualization (Tableau, Advanced Excel).
- Experience leading crisis management and business continuity.
Responsibilities
- Lead and develop a high-performing team of Global Real-Time Analysts across locations.
- Oversee global real-time performance, SLAs, and WFM standards across vendor sites.
- Direct crisis response and 24/7 coverage activation during outages.
- Collaborate with Operations and senior leadership on crisis protocols.
- Drive cross-site reviews and present consolidated real-time insights.
- Analyze intraday performance and recommend data-driven improvements.
- Identify gaps and champion automation and process enhancements.
Skills
Tools
Job description
MicroSourcing in the Philippines invites you to join as a Workforce Team Leader for AU Consumer Telco. Based in BGC, Taguig, this onsite, dayshift role leads a Global Real-Time Analyst team across Australia, Manila, and India, delivering data-driven insights and resilient service delivery.
You will mentor RTAs, enforce Central Workforce Planning standards, and coordinate with vendor leadership to optimize multi-site operations.
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