Helpdesk and Analytics Supervisor

CBRE GWS IFM PHILS. CORP.; Mandaluyong; On-site; PHP 700,000 - 950,000; Full time

Job summary

CBRE GWS IFM PHILS. CORP. is seeking an Helpdesk and Analytics Manager (Backoffice, Non-BPO) in Mandaluyong.

The role coordinates multiple workplace support functions including call handling, transport services, van operations, and billing validation. You will monitor KPIs, drive process improvements, and ensure SLA compliance across service streams. The candidate should have 3–5 years in helpdesk or operations support, with supervisory experience, and strong skills in ticketing systems and data

Qualifications

• Bachelor's degree in Business, IT, Industrial Engineering, Operations Management, or related field (or equivalent experience)
• 3–5 years in helpdesk, service delivery, or operations support with 1–2 years in a supervisory role
• Experience with ticketing systems; strong Microsoft Excel and reporting skills
• Experience in SLA monitoring, ticket lifecycle management, reporting, and service coordination
• Ability to analyze data, generate reports, and support dashboards
• Strong coordination and stakeholder management in a fast-paced environment
• BPO/shared services exposure or process improvement experience preferred

Responsibilities

• Oversee call management operations and ensure timely resolution of requests
• Coordinate end-to-end transportation requests and vendor services
• Supervise scheduling and deployment of workplace van services
• Coordinate food service requests and manage vendor follow-ups
• Lead validation activities for billing processes and ensure accuracy
• Oversee merchandise and token distribution with proper documentation
• Manage end-to-end processes in ServiceNow and AISee ticketing platforms and generate SLA reports

Skills

Ticketing systems

ServiceNow

KPI analysis

SLA monitoring

Vendor coordination

Data analytics

Education

Bachelor's degree in Business/IT/Engineering

Tools

ServiceNow

AISee

Microsoft Excel

Job description

Job Title: Helpdesk and Analytics Manager (Backoffice, Non-BPO)

Work Location: Mandaluyong

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

1. 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