Associate WFM Analyst, LiveCall

Brightree is a wholly owned subsidiary of ResMed, driving innovation in cloud-based patient management software. We strive to positively impact our customers' businesses and the lives of patients every single day.

Requirements

• 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 insurance
• AD&D insurance
• 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