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
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
Additional Information
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.
Resmed · Kuala Lumpur, Malaysia