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

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 ... (truncated, view full listing at source)