Sr. WFM Analyst

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* About the role:

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* 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 staffingmodels, and analyzing real-time data to meet Service Level Agreements (SLAs). Identifying trends, staffing gaps, and delivering actionable insights to maximize bothefficiency and cost-effectiveness.

Additionally, the role assists the department with oversight of our telephony system, implementation of new clientor partners telephony routing profiles or queues, domestic and internationallocal or TFN lines.

** What you'll do:*
* + Create and manage staff schedules to meet service     level goals.

+ Monitor real-time queue metrics and agent performance     in Amazon Connect.

+ Assist the operational teams with RTA (real time     adherence execution and reporting)

+ Forecast future call volumes and staffing needs using     historical data.

+ Build advanced reports, tracking sheets, and data     models using modern tools.

+ Partner with operations leaders to resolve staffing     shortfalls or overages.

+ Resolve complex problems and identify appropriate     approaches to existing solutions to accomplish team objectives

+ Ensure personal and team outcomes have a positive     impact on support center objectives.

+ Excel-heavy reporting

** What You'll Need:*
* + 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.
Examples include Word, Excel, Outlook, etc.

+ 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

CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the position is $55,000 per year and the maximum salary for the position is $65,000 per year. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have 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 recr or via telephone at  (U.S.) and  (Canada).

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)