Senior Global Real-Time Analyst, WFM & Crisis Ops

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

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.