Associate Professional, Workforce Management – Systems Analyst, Real Time Coordinator

Cotality

WFM Systems Analyst at Cotality overseeing system administration and real-time coordination. Bridging technical execution with operational efficiency in workforce management.

Posted 4/25/2026full-timeDallas • California, Mississippi, New York, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $47,200 - $63,440 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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
Conduct business process evaluations and interview stakeholders to gather technical requirements for system enhancements or new toolsets
Create and maintain scheduling databases, providing regular reports to management on workload patterns and staff productivity

Requirements

What you’ll need

HS diploma or equivalent (bachelor’s degree preferred)
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
Experience with Cisco telephony, Tableau, or other comparable tools is highly desired.

Benefits

Comp & perks

Generous PTO and 11 paid holidays
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!

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

WFM system implementationsystem upgradesworkflow automationscheduling rulestechnical solutionsbusiness process evaluationtechnical requirements gatheringscheduling databasesreporting on workload patternsstaff productivity analysis

Soft Skills

leadershipproblem-solvingcommunicationstakeholder engagementindependent monitoring

Certifications

HS diplomabachelor's degree