Real-Time WFM Lead: Global SLA & Incident Command

MicroSourcing International; Taguig; Hybride; PHP 1 000 000 - 1 800 000; Plein temps

Avantages offerts par ce poste

Competitive rewards

Healthcare coverage from day one

Paid time-off

Group life insurance

Performance bonuses

Collaborative culture

Work-life balance

Career growth

Inclusive team

Résumé du poste

MicroSourcing is seeking a WFM Team Lead - Real Time Operations (RTA) to lead a Global RTAs team across Philippines, India and Australia from its BGC, Taguig headquarters. This onsite, dayshift role drives intraday performance, incident response, and cross-site SLA governance.

You will oversee crisis management, staffing optimization, and standardized WFM practices with external partners, while developing the team and reporting to senior leadership.

Qualifications

• 5+ years of progressive WFM experience with specialization in Command Centre/Real-Time Management/centralized operations.
• 2+ years of supervisory or team leadership experience in WFM.
• Experience in multi-site, multi-vendor international BPO settings.
• Proficient in enterprise WFM systems (NICE IEX, My Compass) and data tools (Tableau, Excel).
• Ability to lead incident response protocols and business continuity actions during outages.

Responsabilités

• Lead and develop a Global RTA team to optimize intraday performance across delivery sites.
• Drive cross-site SLA governance, crisis management, and staffing optimization.
• Oversee 24/7 incident management and real-time resource redeployments.
• Collaborate with Central Workforce Planning and vendor site leadership for performance reviews.

Connaissances

WFM experience

Team leadership

Executive communication

Incident response

Business continuity

Outils

NICE IEX

My Compass

Tableau

Excel (Advanced)

Description du poste

MicroSourcing is seeking a WFM Team Lead - Real Time Operations (RTA) to lead a Global RTAs team across Philippines, India and Australia from its BGC, Taguig headquarters. This onsite, dayshift role drives intraday performance, incident response, and cross-site SLA governance.

You will oversee crisis management, staffing optimization, and standardized WFM practices with external partners, while developing the team and reporting to senior leadership.