Workplace Services & Analytics Lead

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

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