Manager, Workforce Solutions

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:

This role is built for a leader who thrives at the intersection of real‑time decision‑making, operational excellence, and people leadership. As Manager, Workforce Solutions, you will operate at the command center of the business—driving service performance across omnichannel environments, leading high‑stakes incident response, and ensuring the workforce is positioned to succeed in moments that matter most.

Real-Time Operations & Incident Governance 

• Omnichannel Intraday Management: Direct the continuous monitoring of Service Levels across Inbound Voice, Email, and Chat. Drive immediate FTE adjustments and agent blending strategies based on real-time volume variance. 
• High-Pressure Leadership: Direct the response to Service Level failures by initiating and leading huddles via phone with Business Unit leaders to coordinate rapid recovery and resource re-allocation. 
• Incident Command & Outage Management: Serve as the authoritative lead for tracking, reporting, and mitigating system outages. Manage the live response while simultaneously quantifying downtime impact and providing executive-level root-cause reporting. 
• Workforce Optimization (WFO): Own the end-to-end Shift Bidding process. Analyze historical data to ensure schedule distributions are optimized against both departmental capacity requirements and agent engagement goals. 
• WFM Feedback Loop: Partner closely with Forecasting and Capacity Planning teams to provide tactical insights that refine long-term modeling based on observed intraday trends. 

Client Systems Access  

• Access Lifecycle Management: Supervise the Client Systems Access team to ensure zero-latency provisioning for new hires and existing staff. Directly manage the resolution of aging tickets to prevent production bottlenecks. 
• Process Thought Leadership: Proactively drive change, automation, and efficiencies within Client Access workflows to eliminate manual waste and reporting redundancies. 

People Leadership and Vendor Management

• Lead a team of team members focused both on Real Time Workforce Management and Client Systems access including hiring, goal setting, and performance management.
• Manager the tasks assigned to offshore resources and coordinate with our vendor to ensure clear communication and business objectives are met.

Physical Requirements

• As a Manager, Workforce Solutions you should expect to sit, stand, type, and use a laptop computer and headset on a daily basis.

Job Qualifications:

• Management: Minimum 2+ years of direct people management experience in a high-volume WFM or operations environment. 
• Functional Expertise: 4+ years of professional experience in Workforce Management with a comprehensive understanding of Omnichannel Erlang-C principles, Concurrency, and Shrinkage. 
• Platform Mastery: Advanced proficiency in Calabrio WFM (or similar enterprise systems) and Cisco contact center solutions (Finesse, CUCM). 
• Analytical Skill: Expert ability to interpret complex data via Tableau or similar BI tools to drive forward-thinking recommendations. 
• Communication: Ability to multitask and communicate effectively by distilling technical complexities into clear, actionable business stories for senior leadership. 

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Annual Pay Range:

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.

• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.

• Health: Multiple medical plan options with mental health and wellness support offerings.

• Retirement: 401(k) with company match and vesting after one year.

• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.

• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Please note, Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from the posted range

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. ​​​

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. ​ We are better together when we support and recognize our differences.  ​

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