Associate WFM Analyst, LiveCall at Brightseed

Peachtree Corners, Georgia, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare Technology, Contact CenterIndustries

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

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

Skills

Key technologies and capabilities for this role

Five9Verint WFMWorkforce ManagementReal-Time MonitoringCall Center AnalyticsIntraday SchedulingService Level AgreementsTelephonyDashboardsReporting

Questions & Answers

Common questions about this position

What experience is required for the Associate WFM Analyst role?

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

What technical skills are needed for this position?

Hands-on experience with Five9 or similar telephony platforms and Verint Workforce Management software is required, along with proficiency in Microsoft Excel, reporting tools, and understanding of contact center KPIs like ASA, SL, AHT, shrinkage, and occupancy.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What makes a strong candidate for this Real-Time Coordinator position?

Candidates with at least 2 years of real-time or workforce management experience in contact centers, hands-on expertise in Five9 and Verint WFM, strong analytical skills, and proficiency in Excel and contact center KPIs will stand out.

Brightseed

AI platform for discovering health-boosting compounds

About Brightseed

Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$123.8MTotal Funding

GRANTCompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Hybrid work flexibility

Medical, dental, & vision

Unlimited PTO

Life insurance

EAP

401(k) plan

Mental health platform

Employee discounts

Cell phone & commuter costs

Parental leave

Risks

Increased competition from established brands like Centrum in the bioactive market.

Over-reliance on partnerships like Manitoba Harvest could limit market reach.

Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.

Differentiation

Brightseed uses AI to discover bioactives, accelerating discovery from years to months.

Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.

Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.

Upsides

Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.

Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.

Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.

Land your dream remote job 3x faster with AI

Try Jobo Free