Workforce Team Leader - Real Time Analyst (AU Consumer Telco)

Discover your 100% YOU with MicroSourcing!

Position: Workforce Team Leader - Real Time Analyst (AU Consumer Telco)

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 Leader 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 Leader , 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.

Global Real-Time Strategy & Governance

• 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.

Stakeholder Collaboration & Vendor 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 on 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:

Non-negotiables

• 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.

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 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%!

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