WFM Systems Analyst & Real-Time Coordinator

Cotality NZ; Irvine (CA); On-site; USD 47,000 - 63,000; Full time

Benefits offered by this job

PTO & Holidays

Parental leave

Health coverage

401(k) with company match

Well-being stipend

Tuition assistance

Job summary

Cotality is seeking a WFM Systems Analyst & Real-Time Coordinator to act as the primary SME for Workforce Management platforms. You will bridge system administration with live operational execution, monitoring real-time activities, troubleshooting issues, and driving process automation to optimize contact center performance.

In this Professional role, you will resolve WFM problems, collect requirements, and autonomously adjust queue routing and staffing during business hours, delivering

Qualifications

• Education: HS diploma or equivalent; bachelor’s degree preferred.
• Experience: 2+ years of technical WFM or contact center support experience.
• Technical Mastery: Proven proficiency with Calabrio; experience with Cisco telephony or Tableau is highly desired.

Responsibilities

• System Administration: Lead SME for internal WFM system, oversee implementations and configurations.
• Real-Time Coordination: Monitor queues to ensure agent adherence and coverage.
• Process Improvement: Stabilize real-time metrics and automate workflows.
• Problem Resolution: First line of defense for WFM issues with limited instruction.
• Stakeholder Requirements: Interview stakeholders to gather technical requirements for enhancements.
• Data-Driven Decision Making: Make autonomous queue and staffing decisions during hours.
• Reporting & Analysis: Create and maintain scheduling databases and reports.

Skills

Judgment

Collaborative mindset

Analytical thinking

Communication

Self-sufficiency

Education

HS Diploma

Bachelor's degree preferred

Tools

Calabrio

Cisco Telephony

Tableau

Job description

Cotality is seeking a WFM Systems Analyst & Real-Time Coordinator to act as the primary SME for Workforce Management platforms. You will bridge system administration with live operational execution, monitoring real-time activities, troubleshooting issues, and driving process automation to optimize contact center performance.

In this Professional role, you will resolve WFM problems, collect requirements, and autonomously adjust queue routing and staffing during business hours, delivering