Global Intraday Coordinator (Workfoce Analyst)

Role Summary

Global Intraday Coordinator / Workforce Analyst responsible for real‑time service performance management across Resmed’s global Customer Service contact center operations. Ensures optimal staffing execution, attendance governance, service level achievement, and operational efficiency across multiple geographies, languages and channels.

Key Responsibilities

• Global Intraday & Real‑Time Operations
  • Monitor and manage real‑time performance metrics across sites and channels.
  • Track service levels, queue backlogs, and agent adherence using WFM tools.
  • Realtime monitoring and reporting of schedule deviations.
  • Execute dynamic staffing adjustments based on volume trends, shrinkage, and system events.
  • Coordinate with outsourced sites on service level management and update the WFM team.
  • Lead global incident response for WFM‑related disruptions and recognise escalation processes.
  • Serv...