[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/ .