[Remote] Assoc. Professional, Workforce Management (Systems Analyst and Real Time Coordinator)
Note: The job is a remote job and is open to candidates in USA. Cotality is a company committed to making the property industry faster, smarter, and more people-centric. The WFM Systems Analyst & Real-Time Coordinator will serve as the primary Subject Matter Expert for Workforce Management platforms, focusing on system administration, real-time coordination, and process improvement to ensure optimal contact center performance.
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 Skills
- HS diploma or equivalent
- 2+ years of technical WFM or contact center support experience
- Proven proficiency with Calabrio (or comparable workforce management software)
- Ability to exercise judgment within defined procedures and practices to determine appropriate actions for moderately complex problems
- Ability to build productive internal and external working relationships to resolve mutual problems
- Ability to analyze varied factors and data to solve problems and adapt existing approaches when necessary
- Skilled at exchanging technical information with colleagues, project leaders, and professional teams to build alignment
- Comfortable working independently, with work reviewed periodically based on defined procedures
- Bachelor's degree
- Experience with Cisco telephony, Tableau, or other comparable tools 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! Company Overview
- Cotality is a technology firm helping property professionals with data, valuations, surveys and retrofit solutions. It was founded in 2005, and is headquartered in Solihull, Solihull, GBR, with a workforce of 1001-5000 employees. Its website is https://www.cotality.com/uk/ . Apply To this Job