Assoc. Professional, Workforce Management (Systems Analyst and Real Time Coordinator)
Cotality

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

The WFM Systems Analyst & Real-Time Coordinator serves as the primary Subject Matter Expert for Workforce Management platforms. This role bridges technical system administration and live operational execution by monitoring real-time activities, troubleshooting application issues, and driving process automation to ensure optimal contact center performance.

What is the role?

As a Professional within the Workforce Management team, you will apply your professional expertise to resolve a variety of Workforce Management issues. You are responsible for using knowledge of WFM principles, company procedures, and client requirements to solve common problems in resourceful and practical ways. In this role, you will determine your course of action based on established guidelines while modifying processes and methods to improve workforce efficiency and forecast accuracy.

What will you be doing?

• System Administration: Act as the lead technical SME for our internal WFM system, overseeing system implementations, upgrades, and optimal configurations to support staffing needs.
• Real-Time Coordination: Monitor inbound voice, email, and chat queues independently to ensure agent adherence and optimal coverage during peak intervals.
• Process Improvement: Stabilize real-time metrics and identify opportunities to automate or improve existing workflows and scheduling rules.
• Problem Resolution: Act as the first line of defense for WFM application issues, researching root causes and implementing technical solutions with limited instruction on day-to-day work.
• Stakeholder Requirements: Conduct business process evaluations and interview stakeholders to gather technical requirements for system enhancements or new toolsets.
• Data-Driven Decision Making: Operate with high autonomy during contact center hours (7 am - 8 pm) to make independent decisions regarding queue routing and staffing pivots.
• Reporting & Analysis: Create and maintain scheduling databases, providing regular reports to management on workload patterns and staff productivity.

Job Qualifications:

Are you the right fit?

• Judgment & Interpretation: You can exercise judgment within defined procedures and practices to determine appropriate actions for moderately complex problems.
• Collaborative Mindset: You excel at building productive internal and external working relationships to resolve mutual problems.
• Analytical Thinking: You have the ability to analyze varied factors and data to solve problems and adapt existing approaches when necessary.
• Communication: You are skilled at exchanging technical information with colleagues, project leaders, and professional teams to build alignment.
• Self-Sufficiency: You are comfortable working independently, with work reviewed periodically based on defined procedures.

Education & Experience

• Education: HS diploma or equivalent (bachelor's degree preferred).
• Experience: Requires previous work experience in a related field, specifically 2+ years of technical WFM or contact center support experience.
• Technical Mastery: Proven proficiency with Calabrio (or comparable workforce management software) is required. Experience with Cisco telephony, Tableau, or other comparable tools is highly desired.

Annual Pay Range:
47,200 - 63,440 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
  
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
  
• Health: Multiple medical plan options with mental health and wellness support offerings.
  
• Retirement: 401(k) with company match and vesting after one year.
  
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
  
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!
  

Please note, Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from the posted range

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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