Role Summary

The Global Intraday Coordinator / Workforce Analyst is a strategic and tactical role responsible for real-time service performance management across Resmed's global Customer Service contact center operations. This role ensures optimal staffing execution, time & attendance governance, service level achievement, and operational efficiency across multiple geographies, languages, and channels (voice, chat, email, social).

This position is designed for someone with an open mindset, strong curiosity, and a genuine appetite for technology innovation. The Intraday Analyst is expected to continuously challenge the status quo and look for ways to standardize, simplify, and automate turning manual, repetitive intraday processes into scalable mechanisms and AI-enabled workflows, while fully respecting legal, regulatory, privacy, and workforce policy requirements.

The ideal candidate combines analytical rigor with operational awareness, thrives in a fast-paced environment, communicates crisply across time zones, and is passionate about building and evolving a standardized global WFM operating model that is resilient, measurable, continuously improving. model.

Key Responsibilities:

• I- Global Intraday & Real-Time Operations

• Monitor and manage real-time performance metrics across global sites and channels.
• Track service levels, queue backlogs, and agent adherence using WFM tools.
• Real-time monitoring and reporting of schedule deviations such as breaks, absenteeism, late logins, early logouts, and other non-adherence.
• Execute dynamic staffing adjustments based on volume trends, shrinkage, and system events.
• Coordinate with outsourced sites on SL (Service Level) management via a 24x7 bridge and update the WFM team through SharePoint notes.
• Lead global incident response for WFM-related disruptions, ensuring rapid resolution and communication.
• Recognize and initiate escalation processes for system outages, submit problem tickets to the hot desk, and implement tactics to maintain SLs.
• Serve as the primary interface between WFM and Site Operations leadership to establish and strengthen a positive partnership.

• II- Real-Time Ticket & Change Management

• Manage real-time tickets related to schedule change requests, non-production time requests.
• Provide time & attendance operational support to team leads and operations (guidance, validations, exception triage).
• Support routing profile changes and queue management in real time (within approved governance).
• Review and respond to real-time support requests from internal stakeholders with clear decision rationale, impact assessment, and documentation.
• Maintain an auditable decision trail for high-impact actions (coverage risk events, escalations, exceptions, overrides) aligned with compliance requirements..

• III- Advanced Workforce Analytics & Forecasting Support

• Analyze historical and intraday data to identify trends, anomalies, and optimization opportunities.
• Partner with forecasting and scheduling teams to improve input quality, refine assumptions, and strengthen accuracy.
• Run what-if simulations to assess staffing impacts (e.g., AHT shift, shrinkage changes, routing changes, backlog surge) and recommend proactive actions..
• Generate and distribute intraday performance reports (Example: shrinkage, occupancy, adherence, SLA).
• Prepare and communicate daily/weekly/monthly handoff reports to WFM leadership and operations with drivers, actions taken, and next-step recommendations.
• Run Daily, weekly, monthly agent adherence reports.
• Produce daily/weekly/monthly adherence reporting and highlight patterns that require coaching, training, or process changes

• IV- Cross-Regional Collaboration & Stakeholder Engagement

• Serve as the global point of contact for intraday escalations and performance updates across regions and vendors.
• Collaborate with regional operations, product, quality, and support teams to align staffing strategies, SLAs, and response playbooks.
• Build strong working relationships with internal stakeholders and third-party partners communicate clearly across cultures and time zones.
• Support global initiatives such as product launches, seasonal ramp-ups, migrations, and process changes by providing staffing risk visibility and intraday execution support..

• V-Technology, Automation & AI Use case Development(Invent, simplify and standardize

This role is expected to actively drive efficiency and automation, not only execute today's process

• Leverage enterprise WFM platforms (e.g., NICE IEX, RingCentral or equivalent), CRM tools, and BI platforms for real-time monitoring and reporting..

• Build and maintain operational dashboards (Power BI/Tableau/WFM-native dashboards) that enable fast decision-making and consistent global visibility).

• Identify repetitive/manual intraday tasks that can be automated, and propose improvements with clear value and feasibility. Examples include:

  • automated SLA breach prediction alerts and next best action suggestions

  • automated exception classification for adherence deviations

  • automated ticket intake triage and routing

  • automated daily handoffs and incident summaries

  • automated compliance checks across systems (e.g., approvals vs submissions)

• VI- Define AI use cases by translating operational pain points into structured proposals

  • problem statement, current state vs target state
  • required data inputs + systems integration needs
  • guardrails (human approval, audit trail, fairness considerations)
  • measurable benefits (hours saved, faster response time, fewer SLA breaches, reduced variance)
• Partner with Analytics/Data teams and Tech teams to test and scale solutions (AI + rules + workflow automation), ensuring reliability and adoption.
• Maintain lightweight documentation for new automations (what it does, when it triggers, how to override, and escalation path).

• V- Compliance, Risk, and Responsible Automation (Non Negotiable Standards)

• Operate within global labor practices, time & attendance policies, and regional scheduling requirements.
• Handle sensitive data appropriately maintain confidentiality and follow data governance and access control standards.
• Ensure automation and AI recommendations remain assistive, explainable, and auditable especially when outcomes could impact pay, performance management, or employee fairness.
• Escalate ambiguous or high-risk situations appropriately and document the decision path..

• VIII- Strategic Workforce Planning Support

Create efficient, implementable headcount plans based on long-term forecasting.

• Support long-term planning teams by providing operational insights, intraday learnings, and risk signals that improve planning assumptions.
• Support Operations with variable cost awareness and staffing actions that protect service while minimizing unnecessary cost.
• Work closely with Finance, Business, Operations, and Recruiting to ensure staffing readiness for business needs.
• Identify risks early and provide mitigation options (cross-skill actions, shift adjustments, vendor coordination, backlog tactics).
• Update the WBR, MBR, and Quarterly operations performance review.

Qualifications and Experience

Required:

• 3+ years in Workforce Management with global or multi-region scope.
• Strong command of WFM principles: forecasting, scheduling, intraday, and reporting.
• Proficiency in WFM tools and contact center platforms.
• Advanced Excel skills (Example: pivot tables, nested formulas, data cleansing, etc.).
• Excellent communication across cultures and time zones.
• Proven ability to analyze data and drive decision-making.
• Experience in real-time performance monitoring and escalation management.

Preferred:

• Bachelor's degree in Business, Analytics, or related field.
• Experience supporting multilingual, multi-channel contact centers.
• Familiarity with global labor laws and scheduling practices.
• Experience with automation, process mapping, and continuous improvement methodologies (Example: Lean, Six Sigma).
• Knowledge of SQL and data visualization tools (Example: Power BI, Tableau or any other dashboarding system).

Joining us is more than saying yes to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!We commit to respond to every applicant.