[Hiring] Senior Workforce Management Analyst @CBRE

Role Description

As a CBRE Business Services Sr. Analyst, you will provide advanced administrative and customer service support to staff, ensuring efficient business operations. The Workforce Management (WFM) Senior Analyst is responsible for optimizing call center staffing levels, agent schedules, and operational performance. This role focuses on:

• Forecasting contact volumes
• Building short- and long-term staffing models
• Analyzing real-time data to meet Service Level Agreements (SLAs)
• Identifying trends and staffing gaps
• Delivering actionable insights to maximize efficiency and cost-effectiveness
• Assisting with oversight of the telephony system
• Implementing new client or partner telephony routing profiles or queues
• Managing domestic and international local or TFN lines

Qualifications

• Bachelor's Degree preferred with 5-8 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered
• Minimum 5 years of call center experience, preferred experience in a WFM role
• Strong hands-on experience with Amazon Connect or similar cloud contact center routing platforms
• Expert knowledge of WFM applications and software
• Expert knowledge of Microsoft Office products (e.g., Word, Excel, Outlook)
• Deep understanding of WFM concepts like Erlang models, adherence, occupancy, and shrinkage
• Ability to analyze possible solutions using technical experience to apply appropriate judgement and precedents
• Proven ability to work independently and as part of a team, managing multiple priorities and deadlines effectively

Requirements

• Excel-heavy reporting

Benefits

• 401(K)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Equal Employment Opportunity

CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations

CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company's success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [email protected] or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

Company Description

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.