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Resmed · 1 month ago

Associate WFM Analyst, LiveCall

Peachtree Corners, GA, United States

Full-time

Hybrid

Entry, Mid Level

$23.28/hr - $34.92/hr

2+ years exp

Brightree, a subsidiary of ResMed, is focused on cloud-based patient management software. The Associate WFM Analyst is responsible for monitoring intraday performance in the contact center, ensuring service levels are met, and responding to unexpected volume changes and staffing issues.

Health CareHealth DiagnosticsMedicalMedical Device

H1B Sponsor Likely

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

Qualification

Five9Verint Workforce ManagementContact center KPIsMicrosoft ExcelProblem-solvingCommunication skills

Required

Minimum 2 years in a real-time or workforce management role within a contact center environment

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

Benefits

Comprehensive medical

Vision

Dental

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)

Tuition assistance

Three weeks Paid Time Off (PTO) in their first year of employment

11 paid holidays plus 3 floating days

14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members

Company

Resmed

Glassdoor4.0

ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.

Founded in 1989

Sydney, New South Wales, AUS

5001-10000 employees

https://www.resmed.com.au

H1B Sponsorship

Resmed has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (18)

2024 (16)

2023 (10)

2022 (21)

2021 (16)

2020 (16)