Brightree ยท 1 month ago
Associate WFM Analyst, LiveCall
Peachtree Corners, GA
Full-time
Hybrid
Entry, Mid Level
$23/hr - $34/hr
2+ years expBrightree is a subsidiary of ResMed focused on cloud-based patient management software. The Associate WFM Analyst is responsible for monitoring and managing intraday performance across the contact center to ensure optimal service levels and adherence to staffing plans, utilizing various telephony and workforce management platforms.
Business IntelligenceHealth CareHospitalInformation TechnologySoftware
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
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)
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
Brightree
Brightree HME / DME Software, Pharmacy Solutions, Home Infusion
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Battery Ventures
2016-02-22Acquired
2008-07-15Series Unknown
Leadership Team
Cynthia Arceneaux, SHRM-CP, PHR
People Business Partner
Robert (Rob) Payne
HR Leader/Business Partner
Recent News
Seattle TechFlash
2025-09-01
2025-06-24
Company data provided by crunchbase