Real-Time Analyst (AU Consumer Telco)

MicroSourcing; Philippines; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare on day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Job summary

MicroSourcing is seeking a Senior Real-Time Analyst (Global WFM) to manage real-time service delivery across international locations. The role oversees queue performance, SLAs, and crisis management while coordinating with multi-site WFM teams to ensure operational continuity.

The position requires proficiency with WFM systems (NICE IEX, My Compass), strong Excel and data visualization skills, and a strategic mindset for cross-site performance improvements.

Qualifications

• ,Proficiency with WFM tools and reporting platforms.
• -Excel skills and data visualization abilities.
• -Ability to coordinate across multi-site global teams and manage incidents.
• - track record in real-time management and SLA adherence.
• -Ownership and accountability for 24/7 operations continuity.

Responsibilities

• Oversee real-time queue performance, service levels and headcount across global sites (Australia, Manila, India).
• Lead crisis management, 24/7 coverage, and live staffing redeployments during outages or incidents.
• Serve as central liaison between central Workforce Planning and site WFM teams to enforce SLAs.
• Generate and distribute intraday and post-day performance reports with actionable insights.
• Mentor site RTAs and align capabilities across multi-site operations.

Skills

WFM systems

Tableau

Excel

Data visualization

Cross-site coordination

Crisis management

Tools

NICE IEX

My Compass

Job description

Discover your 100% YOU with MicroSourcing!

Position: Real-Time Analyst (AU Consumer Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

This is your chance to contribute to projects that connect millions nationwide while working with cutting‑edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role:

Serves as a strategic, multi-site Real-Time Analyst (Global) within a central workforce planning team, managing real-time service delivery across international locations. Provides centralized visibility, coordination, and crisis workforce management for comprehensive contact center operations, distinguishing it from single-location roles. Operates across the broader network rather than at a single site, providing centralized visibility, coordination, and crisis management for all contact center operations.

As a Senior Real-Time Analyst (Global WFM), you will:

• Oversee real-time queue performance, service levels, and headcount distribution across global delivery sites in Australia, Manila, and India.
• Lead Crisis Management protocols, managing 24/7 HOO coverage and live staffing redeployments during system outages or service incidents.
• Serve as the central communication bridge between the central Workforce Planning team and site-based WFM teams to enforce policies and SLAs.
• Generate, analyze, and distribute intraday and post-day performance reports, providing actionable insights for cross-site operational decision-making.
• Provide guidance, mentorship, and capability alignment to site-based RTAs across multi-site workforce operations.

What You Need:

• Proficiency in WFM enterprise systems (e.g., NICE IEX, My Compass) and reporting/visualization tools like Tableau.
• Intermediate to Advanced Excel skills alongside strong data visualization, analytical, and decision-making capabilities.
• Demonstrated ability to coordinate across multi-site global delivery teams and remain calm and decisive under pressure.
• Strong track record in real-time management, schedule adherence, SLA achievement, and crisis workforce planning.
• High level of ownership, accountability, and adaptability in managing 24/7 operational continuity and incident response.

Preferred skills/expertise

• Experience managing multi-vendor or multi-site global workforce operations across diverse geographical locations.
• Prior experience mentoring site-based RTAs and developing standardized WFM documentation and best practices.
• Proven capability in identifying operational gaps and recommending workflow automation or process improvement solutions.
• Strong strategic mindset paired with deep attention to real-time operational details and performance metrics.
• Excellent stakeholder management and communication skills across technical, operational, and executive levels.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/