Associate WFM Analyst, LiveCall

Brightree • Peachtree Corners, GA

20d

About The Position

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day. Position Summary The Real-Time Coordinator is responsible for monitoring and managing intraday performance across the contact center to ensure optimal service levels and adherence to staffing plans. This role requires strong analytical skills, proactive decision-making, and expertise in telephony and workforce management platforms, specifically Five9 or similar systems and Verint Workforce Management. The Real-Time Coordinator acts as the first line of defense in responding to unexpected volume changes, agent availability issues, and system alerts, ensuring operational efficiency and a superior customer experience.

Requirements

• Experience: Minimum 2 years in a real-time or workforce management role within a contact center environment.
• Technical Expertise: Hands-on experience with Five9 or similar telephony platforms and Verint Workforce Management software.
• Strong understanding of contact center KPIs (ASA, SL, AHT, shrinkage, occupancy).
• Proficiency in Microsoft Excel and reporting tools; familiarity with CRM systems is a plus.
• Excellent problem-solving skills and ability to make quick, data-driven decisions under pressure.
• Strong communication skills for effective coordination across multiple teams.

Responsibilities

• Continuously monitor real-time call volume, queue performance, and agent adherence using Five9 dashboards and Verint WFM tools.
• Adjust schedules, skill assignments, and routing strategies to maintain service level agreements (SLAs).
• Respond promptly to unforeseen events such as call spikes, outages, or staffing shortages by implementing contingency plans.
• Execute intraday schedule changes, including breaks, lunches, and off-phone activities, to align with forecasted demand.
• Collaborate with Workforce Manager to analyze trends and recommend adjustments to improve efficiency.
• Maintain accurate records of schedule changes and adherence metrics for reporting and compliance purposes.
• Utilize Five9 reporting tools to track agent performance, occupancy, and queue health.
• Generate and distribute real-time and end-of-day performance reports to leadership and stakeholders.
• Ensure integration and data accuracy between Five9, Verint WFM, and CRM systems.
• Serve as the primary point of contact for real-time operational updates to supervisors and team leads.
• Communicate intraday changes clearly and promptly to impacted teams.
• Escalate technical issues to IT or vendor support as needed.

Benefits

• comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
• Employees accrue three weeks Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees