Associate WFM Analyst, LiveCall

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.