Associate WFM Analyst, LiveCall Job at ResMed (Peachtree Corners)

Job Description

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.

Job Responsibility

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

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

What we offer

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
three weeks Paid Time Off (PTO) in their first year of employment
11 paid holidays plus 3 floating days
eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

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Associate WFM Analyst, LiveCall

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