Helpdesk and Analytics Supervisor

CBRE Group, Inc.; Mandaluyong; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

CBRE Group, Inc. is seeking an Helpdesk and Analytics Manager to oversee multi-function workplace support operations at Accenture Site and satellite offices.

The role combines call management, transportation, van services, food services, billing validation, merchandise distribution, and ticketing system oversight to drive efficiency and SLA adherence. You will lead a team that analyzes operational data, generates performance reports, and collaborates with vendors to optimize service delivery in

Qualifications

• 3–5 years in helpdesk, service delivery, or operations support; 1–2 years in a supervisory or team lead role
• Experience with ticketing systems; strong Microsoft Excel and reporting skills
• Experience in SLA monitoring, ticket lifecycle management, operational reporting, and service coordination
• Ability to analyze data, generate reports, and support performance insights and dashboards
• BPO/shared services experience; exposure to Lean/Six Sigma or workplace services operations is preferred

Responsibilities

• Oversee daily inbound call operations and ensure timely resolution of requests and concerns.
• Monitor call volume trends to optimize staffing and response efficiency.
• Identify recurring issues and recommend process improvements to enhance service quality.
• Manage end-to-end transportation requests from ticket acknowledgment to completion.
• Coordinate with vendors to ensure timely and cost-effective transport services.
• Track and report service utilization to support vendor performance evaluation.
• Supervise scheduling, booking, and deployment of workplace van services.
• Monitor usage data to identify demand patterns and improve routes or schedules.
• Ensure van service aligns with operational requirements and employee needs.
• Coordinate food service requests and manage vendor follow-ups for timely delivery.
• Maintain updated menus and service offerings; analyze trends to improve efficiency.
• Lead validation activities for billing processes and implement audit controls.
• Support analytics and reporting to identify discrepancies and drive corrective actions.
• Oversee ordering, inventory tracking, and distribution of merchandise and tokens.
• Coordinate with vendors for replenishment and fulfillment.
• Manage end-to-end ticketing processes in ServiceNow and AISee.
• Coordinate with operations, engineering, and support teams for timely ticket resolution.
• Generate reports on ticket lifecycle, SLA compliance, and recurring issues for improvement initiatives.

Skills

Ticketing systems

SLA monitoring

Data analysis

ServiceNow

Coaching & supervision

Vendor coordination

Root cause analysis

Billing validation

Education

Bachelor’s degree in Business, IT, Industrial Engineering, Operations Management, or related field

Tools

ServiceNow

AISee

Excel

Job description

Job Title: Helpdesk and Analytics Manager

Work Location: Accenture Site and Satellite Offices

Work Hours: 6 days a week ; 9 hours per day including lunch.

Reports to: Senior Facilities Manager

Position Description

This role is responsible for the efficient management and coordination of multiple workplace support functions including call management, transportation services, van operations, food services support, billing validation, merchandise distribution, and ticketing system oversight. The role ensures operational efficiency, vendor performance optimization, data-driven service improvements, and compliance with internal controls and service level agreements.

Key Responsibilities

• Call Management
  • Oversee daily inbound call operations, ensuring professional handling and timely resolution of requests and concerns.
  • Monitor and analyze call volume trends to optimize staffing requirements and response efficiency.
  • Identify recurring issues and recommend process improvements to enhance service quality.
• 2. Transportation Coordination
  • Manage end-to-end transportation requests, from ticket acknowledgment through booking confirmation and completion.
  • Coordinate with vendors to ensure timely and cost-effective transport services.
  • Track and report service utilization to support vendor performance evaluation and cost optimization initiatives.
• 3. Workplace Van Services
  • Supervise scheduling, booking, and deployment of workplace van services.
  • Monitor usage data to identify demand patterns and recommend route or schedule improvements.
  • Ensure service availability aligns with operational requirements and employee needs.
• 4. Food Services Support
  • Coordinate food service requests and manage vendor follow-ups to ensure timely delivery and service quality.
  • Maintain and provide access to updated menus and service offerings.
  • Analyze request trends and provide insights to improve service efficiency and user experience.
• 5. Billing & Validation
  • Lead validation activities for LGI and WTS billing processes to ensure accuracy and completeness.
  • Implement audit controls and conduct regular checks to ensure compliance with financial and operational standards.
  • Support analytics and reporting to identify discrepancies and drive corrective actions.
• 6. Merchandise & Token Management
  • Oversee ordering, inventory tracking, and distribution of corporate merchandise and recognition tokens.
  • Ensure proper documentation and accountability of all issued items.
  • Coordinate with vendors and internal stakeholders for timely replenishment and fulfillment.
• 7. Ticketing Systems Oversight
  • Manage end-to-end processes in ServiceNow and AISee ticketing platforms.
  • Coordinate effectively between operations, engineering, and support teams to ensure timely resolution of tickets.
  • Generate and analyze reports on ticket lifecycle, SLA compliance, and recurring issues to support continuous improvement initiatives.

Skills & Competencies

• – Ensures efficient handling of tickets, calls, and service requests within SLA targets across multiple service streams.
• – Tracks and analyzes KPIs (response time, resolution time, backlog) and drives corrective actions for service improvement.
• – Interprets operational data from ticketing systems and produces clear, actionable performance reports and insights.
• – Experienced in ServiceNow or similar platforms, ensuring proper ticket lifecycle management and data accuracy.
• – Manages, coaches, and supports frontline agents or coordinators, ensuring productivity and service quality.
• – Coordinates with internal teams and external vendors to ensure smooth service delivery and issue resolution.
• – Identifies recurring issues, performs root cause analysis, and supports continuous improvement initiatives.
• – Ensures accuracy in billing validation, reporting, and adherence to operational standards and controls.

Qualifications

• Bachelor’s degree in Business, IT, Industrial Engineering, Operations Management, or related field (or equivalent experience)
• Experience: 3–5 years in helpdesk, service delivery, or operations support; with at least 1–2 years in a supervisory or team lead role
• Experience with ticketing systems; strong Microsoft Excel and reporting skills
• Experience in SLA monitoring, ticket lifecycle management, operational reporting, and service coordination
• Ability to analyze data, generate reports, and support performance insights and dashboards
• Strong coordination, stakeholder management, attention to detail, and problem-solving in a fast-paced environment
• BPO/shared services experience; exposure to process improvement methodologies (Lean/Six Sigma) or workplace services operations is highly preferred