Workforce Team Lead - Real Time Management (AU Consumer Telco)

MicroSourcing International; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Healthcare coverage day one

Paid time off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing International in Manila (BGC) is seeking a Workforce Team Lead - Real Time Management. You will direct a global team of Real-Time Analysts across Australia, Manila, and India, ensuring 24/7 coverage and adherence to Central Workforce Planning standards.

This leadership role emphasizes data-driven insights, crisis management, and cross-site collaboration to optimize resources, mitigate outages, and sustain high service levels across vendor sites.

Qualifications

• 5+ years of robust experience in Workforce Management, specifically in Command Centre, Real-Time Management, or Centralized Planning.
• 2+ years in a leadership or supervisory capacity managing WFM professionals.
• Extensive experience in a multi-site, multi-vendor, or global BPO environment.
• Advanced technical proficiency in enterprise WFM tools (NICE IEX, My Compass) and data visualization platforms like Tableau and Advanced Excel.
• Proven expertise in leading crisis management protocols and business continuity deployment.

Responsibilities

• Lead and develop a high-performing team of Global Real-Time Analysts, driving a centralized WFM culture.
• Mentor site-based RTAs to align practices across global locations.
• Oversee global real-time performance and compliance with Central Workforce Planning standards and SLAs.
• Act as primary escalation point to mitigate intraday performance risks and cross-site bottlenecks.
• Direct crisis response and business continuity during outages with 24/7 coverage activation.
• Partner with Operations and Command Centre leadership for crisis protocols.
• Serve as senior communications bridge between Central Workforce Planning and vendor site leadership.
• Lead cross-site reviews and consolidate real-time reports into strategic guidance.

Skills

Team Leadership

Crisis Management

WFM Expertise

Data Analytics

Tableau

Excel Proficiency

Tools

NICE IEX

My Compass

Tableau

Advanced Excel

Job description

Discover your 100% YOU with MicroSourcing!

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:

The Workforce Team Lead - Real Time Management plays a pivotal, strategic role in overseeing the Global Real-Time Analyst (RTA) team within the Central Workforce Planning function. This leader is responsible for directing a team of advanced Global RTAs who monitor and ensure real-time service delivery across multiple vendor sites in Australia, Manila, and India. Stepping beyond traditional site-level WFM supervision, this role acts as the central command leader for multi-site operations, crisis management, and global resource optimization. The Team Leader will empower their team to deliver actionable data-driven insights, enforce global WFM standards across partner networks, and maintain operational resilience during major service-impacting events.

As a Workforce Team Lead - Real Time Management, you will:

Team Leadership & Capability Building

• Lead and develop a high-performing team of Global Real-Time Analysts, driving a centralized WFM culture rooted in high ownership, accountability, and adaptability.
• Ensure your team effectively mentors site-based (vendor) RTAs to align practices, capabilities, and guidance across all global locations.
• Oversee global real-time performance and compliance, ensuring optimal workforce distribution, consistent service delivery, and strict adherence to Central Workforce Planning standards and SLAs across all vendor sites.
• Act as the primary escalation point to mitigate intraday performance risks and resolve cross-site operational bottlenecks across the global network.

Command Centre & Crisis Workforce Management

• Direct crisis response and business continuity efforts during critical outages and peak events by overseeing 24/7 coverage activation and rapid resource redeployment across partner networks
• Partner with Operations and Command Centre senior leadership during crisis protocols to provide strategic workforce advisory and ensure aligned incident management.
• Serve as the senior communication bridge between the Central Workforce Planning team,vendor site leadership, and overarching business operations.
• Lead cross-site operational reviews and facilitate high-level discussions based

consolidated real-time reports and insights.

Process Optimization & Advanced Analytics

• Review intraday and post-day performance reports generated by the team, transforming
• them into high-level strategic recommendations for business leaders.
• Identify recurring operational gaps across the global network and champion automation,
• workflow improvements, or process enhancements.

What You Need:

• 5+ years of robust experience in Workforce Management, specifically in Command Centre, Real-Time Management, or Centralized Planning.
• 2+ years of experience in a leadership or supervisory capacity managing WFM professionals.
• Extensive experience working in a multi-site, multi-vendor, or global BPO environment.
• Advanced technical proficiency in enterprise WFM tools (e.g., NICE IEX, My Compass) and data visualization platforms like Tableau and Advanced Excel.
• Proven expertise in leading crisis management protocols and business continuity deployment.

Preferred skills/expertise

• Experience handling PH, India, or ANZ BPO operations.
• Exceptional executive communication and cross-site coordination skills.
• Demonstrated composure and decisive leadership during high-stress operational outages.
• Strategic and analytical mindset with strong attention to operational details.

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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/