Global Real-Time Workforce Leader

Manatal; Taguig; Hybrid; PHP 1,200,000 - 2,300,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare on day one

Paid time off

Group life insurance

Performance bonuses

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

Workforce Management

Leadership

Multi-site / multi-vendor experience

Tableau

Excel (Advanced)

Crisis management

Tools

NICE IEX

My Compass

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.