WFM Team Lead - Real Time Operations (RTA)

MicroSourcing International; Taguig; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

Paid time-off

Group life insurance

Performance bonuses

Collaborative culture

Work-life balance

Career growth

Inclusive team

Job summary

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.

Responsibilities

• 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.

Skills

WFM experience

Team leadership

Executive communication

Incident response

Business continuity

Tools

NICE IEX

My Compass

Tableau

Excel (Advanced)

Job description

Discoveryour100%YOUwithMicroSourcing!

Position:WFM Team Lead - Real Time Operations (RTA)

Location:BGC,Taguig

Worksetup&shift:Onsite|Dayshift

Why join MicroSourcing?

You'll have:.

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, 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: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• 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.

Role Overview

As the WFM Team Lead - Real Time Operations (RTA), you will play a central leadership role within our Central Workforce Planning division. You will manage and develop a team of Global Real-Time Analysts responsible for monitoring intraday performance across delivery sites in the Philippines, India, and Australia.

Moving beyond traditional site-level RTA supervision, this position functions as a Command Centre leader. You will drive cross-site SLA compliance, manage crisis response protocols, optimize global staffing, and establish standardized WFM practices across external partner networks.

Key Responsibilities

Team Leadership & Capability Development

• Coach, mentor, and guide a team of Global RTAs to foster a culture focused on high ownership, agility, and operational excellence.
• Drive capability alignment across all locations by ensuring your team effectively trains and guides site-based (vendor) RTAs.

Global Real-Time Strategy & SLA Governance

• Monitor network-wide queue health, schedule adherence, and SLA attainment across all internal and third-party vendor sites.
• Serve as the main point of escalation for intraday operational risks, capacity imbalances, and service bottlenecks across international locations.

Command Centre & Incident Management

• Direct business continuity plans and emergency protocols during severe outages or sudden volume spikes, overseeing 24/7 coverage activation and real-time resource redeployments.
• Collaborate with Operations and Command Centre senior executives to deliver real-time workforce advisory during high-severity incidents.

Stakeholder Management & Partner Relations

• Act as the strategic communication bridge connecting Central Workforce Planning, vendor site leadership, and business unit heads.
• Lead cross-site performance reviews, using consolidated real-time reporting to facilitate high-level operational discussions.

Process Improvement & Advanced Analytics

• Evaluate intraday and post-day performance analytics compiled by the RTA team, converting operational data into strategic recommendations for senior management.
• Spot recurring network inefficiencies and champion workflow automation, reporting enhancements, and process optimizations.

What You Need to Succeed

Basic Qualifications (Non-Negotiables):

• 5+ years of progressive WFM experience, with strong specialization in Command Centre, Real-Time Management, or Centralized Workforce Operations.
• 2+ years of supervisory or team leadership experience managing WFM specialists.
• Proven background operating within a multi-site, multi-vendor, or international BPO setting.
• Advanced technical proficiency in enterprise WFM systems (e.g., NICE IEX, My Compass) alongside data tools such as Tableau and Advanced Excel.
• Demonstrated capability in leading incident response protocols and business continuity actions during operational outages.

Preferred Experience:

• Direct experience supporting BPO operations across ANZ, Philippines, or India regions.
• Outstanding executive communication skills and the ability to coordinate across cross-functional global teams.
• Strong composure, analytical decision-making, and decisive leadership during high-pressure outages.

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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.

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. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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

*Terms & conditions apply