Sr. WFM Analyst

CBRE Group, Inc.; Columbus (OH); On-site; USD 85,000 - 110,000; Full time

Job summary

CBRE Group, Inc. in Columbus, OH seeks a Workforce Management Senior Analyst to optimize call center staffing, forecast volumes, and build staffing models using historical data and real-time metrics.

You will monitor Amazon Connect performance, develop advanced reports, and partner with operations to address staffing gaps while ensuring SLA achievement and cost-efficiency.

Qualifications

• Create and manage staff schedules to meet service level goals.
• Monitor real-time queue metrics and agent performance in Amazon Connect.
• Forecast future call volumes and staffing needs using historical data.
• Excel-heavy reporting.

Responsibilities

• Create and manage staff schedules to meet service level goals.
• Monitor real-time queue metrics and agent performance in Amazon Connect.
• Forecast future call volumes and staffing needs using historical data.
• Excel-heavy reporting.

Job description

About the role:

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, and analyzing real-time data to meet Service Level Agreements (SLAs). Identifying trends, staffing gaps, and delivering actionable insights to maximize both efficiency and cost-effectiveness. Additionally, the role assists the department with oversight of our telephony system, implementation of new client or partners telephony routing profiles or queues, domestic and international local 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