Associate WFM Analyst, LiveCall job opportunity at Brightree.

Home Jobs In United States Of America Tag: LiveCall Associate WFM Analyst, LiveCall position at Brightree


DateMore Than 30 Days Ago bot
Brightree Associate WFM Analyst, LiveCall
Experience: 2-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

LiveCall

Copy Link Report
degreeOND
loacation Peachtree Corners, GA, United States, United States Of America
loacation Peachtree Corn..........United States Of America

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. Key Responsibilities Intraday Management & Monitoring ·        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. Workforce Optimization ·        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. System Administration & Reporting ·        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. Communication & Coordination ·        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. Qualifications ·        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. We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package:  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. 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.  

Other Ai Matches

Home Infusion Reimbursement Specialist Applicants are expected to have a solid experience in handling Job related tasks
Customer Experience Manager Applicants are expected to have a solid experience in handling Job related tasks
Sales Development Representative Applicants are expected to have a solid experience in handling Job related tasks
Sales Executive Applicants are expected to have a solid experience in handling Job related tasks
remote-jobserver Remote
Senior Project Manager Applicants are expected to have a solid experience in handling Job related tasks
remote-jobserver Remote
Senior Program Manager, Professional Services Applicants are expected to have a solid experience in handling Professional Services related tasks
Technical Support Engineer, Tier 2 Applicants are expected to have a solid experience in handling Tier 2 related tasks
Director, Product Management - Data & Analytics Applicants are expected to have a solid experience in handling Product Management - Data & Analytics related tasks
Customer Support Specialist - Quality Applicants are expected to have a solid experience in handling Job related tasks
Intake Implementation Specialist, RCM Applicants are expected to have a solid experience in handling RCM related tasks
Technical Product Manager Applicants are expected to have a solid experience in handling Job related tasks
Director, Product Management - SNAP Resupply Applicants are expected to have a solid experience in handling Product Management - SNAP Resupply related tasks
Director, Revenue Cycle Operations Applicants are expected to have a solid experience in handling Revenue Cycle Operations related tasks
remote-jobserver Remote
RCM Team Lead - Pharmacy & Infusion Applicants are expected to have a solid experience in handling Job related tasks
Associate WFM Analyst, LiveCall Applicants are expected to have a solid experience in handling LiveCall related tasks
Manager, Call Center Applicants are expected to have a solid experience in handling Call Center related tasks
RCM Pricing and Payor Coordinator Applicants are expected to have a solid experience in handling Job related tasks
Associate Engineer, Software Test Engineering Applicants are expected to have a solid experience in handling Software Test Engineering related tasks
Senior Engineer, Software Engineering Applicants are expected to have a solid experience in handling Software Engineering related tasks
RCM Specialist - Medicare Applicants are expected to have a solid experience in handling Job related tasks
remote-jobserver Remote
Customer Support Specialist Applicants are expected to have a solid experience in handling Job related tasks
Professional Services Data Operations Analyst Applicants are expected to have a solid experience in handling Job related tasks
remote-jobserver Remote
Senior Healthcare Consultant, SaaS Professional Services and Implementation Applicants are expected to have a solid experience in handling SaaS Professional Services and Implementation related tasks