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

MicroSourcing International; Taguig; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare coverage

Paid time off

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Workforce Team Lead - Real Time Management to oversee the Global Real-Time Analysts across Australia, Manila, and India from our Central Workforce Planning function. This onsite, dayshift role in BGC/Taguig leads a high‑impact team delivering real-time service delivery and data-driven insights.

You will set and enforce WFM standards, drive crisis management, and optimize multi-site operations while mentoring site-based teams and ensuring consistent performance across

Qualifications

• 5+ years of robust experience in Workforce Management, specifically in Command Centre, Real-Time Management, or Centralized Planning.
• 2+ years experience in leadership or supervisory capacity managing WFM professionals.
• Extensive experience working in a multi-site, multi-vendor, global BPO environment.
• Advanced proficiency in enterprise WFM tools (e.g., NICE IEX, MyCompass) 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 across sites.
• Oversee global real-time performance, ensure optimal workforce distribution and SLAs.
• Direct crisis response and business continuity during critical outages and peaks.
• Collaborate with Operations and senior leadership during crisis protocols and incidents.
• Facilitate cross-site operational reviews and data-driven decision making.

Skills

WFM experience

Leadership

Global BPO

NICE IEX

MyCompass

Tableau

Advanced Excel

Crisis management

PH/India/ANZ BPO

Executive communication

Resilience leadership

Strategic/analytical

Tools

NICE IEX

MyCompass

Tableau

Advanced Excel

Job description

Discoveryour100%YOUwithMicroSourcing!

Position: WorkforceTeamLead-RealTimeManagement(AUConsumerTelco)

Location: BGC,Taguig

Worksetup&shift: Onsite|Dayshift

BeapartofsomethingbigatMicrosourcing!

We'rebuildinganewteamtosupportadynamicchallengerintheAustraliantelcospace;acompanycommittedtoredefiningcustomerexperiencesandpushingtheboundariesofdigitalinnovation.

Thisisyourchancetocontributetoprojectsthatconnectmillionsnationwidewhileworkingwithcutting-edgetechnology.Joinusonthisexcitingjourneyandgrowyourcareerwithacompanythat'sattheforefrontofthetelecommunicationsindustry!

YourRole:

TheWorkforceTeamLead-RealTimeManagementplaysapivotal,strategicroleinoverseeingtheGlobalReal-TimeAnalyst(RTA)teamwithintheCentralWorkforcePlanningfunction.ThisleaderisresponsiblefordirectingateamofadvancedGlobalRTAswhomonitorandensurereal-timeservicedeliveryacrossmultiplevendorsitesinAustralia,Manila,andIndia.Steppingbeyondtraditionalsite-levelWFMsupervision,thisroleactsasthecentralcommandleaderformulti-siteoperations,crisismanagement,andglobalresourceoptimization.TheTeamLeaderwillempowertheirteamtodeliveractionabledata-driveninsights,enforceglobalWFMstandardsacrosspartnernetworks,andmaintainoperationalresilienceduringmajorservice-impactingevents.

Asa WorkforceTeamLead-RealTimeManagement,youwill:

TeamLeadership&CapabilityBuilding

• Leadanddevelopahigh-performingteamofGlobalReal-TimeAnalysts,drivingacentralizedWFMculturerootedinhighownership,accountability,andadaptability.

• Ensureyourteameffectivelymentorssite-based(vendor)RTAstoalignpractices,capabilities,andguidanceacrossallgloballocations.

GlobalReal-TimeStrategy&Governance

• Overseeglobalreal-timeperformanceandcompliance,ensuringoptimalworkforcedistribution,consistentservicedelivery,andstrictadherencetoCentralWorkforcePlanningstandardsandSLAsacrossallvendorsites.

• Actastheprimaryescalationpointtomitigateintradayperformancerisksandresolvecross-siteoperationalbottlenecksacrosstheglobalnetwork.

CommandCentre&CrisisWorkforceManagement

• Directcrisisresponseandbusinesscontinuityeffortsduringcriticaloutagesandpeakeventsbyoverseeing24/7coverageactivationandrapidresourceredeploymentacrosspartnernetworks

• PartnerwithOperationsandCommandCentreseniorleadershipduringcrisisprotocolstoprovidestrategicworkforceadvisoryandensurealignedincidentmanagement.

StakeholderCollaboration&VendorManagement

• ServeastheseniorcommunicationbridgebetweentheCentralWorkforcePlanningteam,vendorsiteleadership,andoverarchingbusinessoperations.

• Leadcross-siteoperationalreviewsandfacilitatehigh-leveldiscussionsbasedon

consolidatedreal-timereportsandinsights.

ProcessOptimization&AdvancedAnalytics

• Reviewintradayandpost-dayperformancereportsgeneratedbytheteam,transforming

• themintohigh-levelstrategicrecommendationsforbusinessleaders.

• Identifyrecurringoperationalgapsacrosstheglobalnetworkandchampionautomation,

• workflowimprovements,orprocessenhancements.

WhatYouNeed:

Non-negotiables

• 5+yearsofrobustexperienceinWorkforceManagement,specificallyinCommandCentre,Real-TimeManagement,orCentralizedPlanning.

• 2+yearsofexperienceinaleadershiporsupervisorycapacitymanagingWFMprofessionals.

• Extensiveexperienceworkinginamulti-site,multi-vendor,orglobalBPOenvironment.

• AdvancedtechnicalproficiencyinenterpriseWFMtools(e.g.,NICEIEX,MyCompass)anddatavisualizationplatformslikeTableauandAdvancedExcel.

• Provenexpertiseinleadingcrisismanagementprotocolsandbusinesscontinuitydeployment.

Preferredskills/expertise

• ExperiencehandlingPH,India,orANZBPOoperations.

• Exceptionalexecutivecommunicationandcross-sitecoordinationskills.

• Demonstratedcomposureanddecisiveleadershipduringhigh-stressoperationaloutages.

• Strategicandanalyticalmindsetwithstrongattentiontooperationaldetails.

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AboutMicroSourcing

Withover9,000professionalsacross13deliverycenters,MicroSourcingisthepioneerandlargestoffshoreproviderofmanagedservicesinthePhilippines.

WhyjoinMicroSourcing?

You'llhave:

• CompetitiveRewards:Enjoyabove-marketcompensation,healthcarecoverageondayone,plusoneormoredependents,paidtime-offwithcashconversion,grouplifeinsurance,andperformancebonuses

• ACollaborativeSpirit:Contributetoapositiveandengagingworkenvironmentbyparticipatingincompany-sponsoredeventsandactivities.

• Work-LifeHarmony:Enjoythebalancebetweenworkandlifethatsuitsyouwithflexibleworkarrangements.

• CareerGrowth:Takeadvantageofopportunitiesforcontinuouslearningandcareeradvancement.

• InclusiveTeamwork:Bepartofateamthatcelebratesdiversityandfostersaninclusiveculture.

Ourcommitmentto100%YOU

MicroSourcingfirmlybelievesthatourcompany'sstrengthliesinourpeople'sdiversityandtalent.Weareproudtofosteraninclusiveculturethatembracesindividualsofallraces,genders,ethnicities,abilities,andbackgrounds.Weprovidespaceforeveryone,embracingdifferentperspectives,andmakingroomforopportunitiesforeachindividualtothrive.

AtMicroSourcing,equalityisnotmerelyaslogan-it'sourcommitment.JoinusincelebratingYOUandyour100%!

Formoreinformation,visithttps://www.microsourcing.com/

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