About The Position
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. 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. 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.
Requirements
- You can exercise judgment within defined procedures and practices to determine appropriate actions for moderately complex problems.
- You excel at building productive internal and external working relationships to resolve mutual problems.
- You have the ability to analyze varied factors and data to solve problems and adapt existing approaches when necessary.
- You are skilled at exchanging technical information with colleagues, project leaders, and professional teams to build alignment.
- You are comfortable working independently, with work reviewed periodically based on defined procedures.
- HS diploma or equivalent.
- Requires previous work experience in a related field, specifically 2+ years of technical WFM or contact center support experience.
- Proven proficiency with Calabrio (or comparable workforce management software) is required.
Nice To Haves
- bachelor’s degree preferred
- Experience with Cisco telephony, Tableau, or other comparable tools is highly desired.
Responsibilities
- Act as the lead technical SME for our internal WFM system, overseeing system implementations, upgrades, and optimal configurations to support staffing needs.
- Monitor inbound voice, email, and chat queues independently to ensure agent adherence and optimal coverage during peak intervals.
- Stabilize real-time metrics and identify opportunities to automate or improve existing workflows and scheduling rules.
- 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.
- Conduct business process evaluations and interview stakeholders to gather technical requirements for system enhancements or new toolsets.
- Operate with high autonomy during contact center hours (7 am – 8 pm) to make independent decisions regarding queue routing and staffing pivots.
- Create and maintain scheduling databases, providing regular reports to management on workload patterns and staff productivity.
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
