Sr. WFM Analyst

CBRE Group, Inc.; Columbus (OH); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

401(K)

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

CBRE Group, Inc. in Columbus, OH is seeking a Workforce Management Senior Analyst to optimize call center staffing, forecast volumes, and build data models. You will monitor real-time metrics in Amazon Connect and partner with operations to tackle staffing gaps while delivering actionable insights.

The role requires 5+ years in call center/WFM, strong Excel skills, and experience with cloud routing platforms. Salary ranges and robust benefits reflect the senior responsibilities of this position.

Qualifications

• 5+ years of call center experience, preferably in a WFM role.
• Hands-on experience with Amazon Connect or similar cloud contact center routing platforms.
• Expert knowledge of WFM applications and software.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Bachelor's degree preferred or equivalent experience.

Responsibilities

• 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.

Skills

Forecasting

WFM concepts

Excel

Call center experience

Amazon Connect

Problem solving

Teamwork

Education

Bachelor's degree preferred

Tools

Amazon Connect

Microsoft Office

Job description

About the role:

As a CBRE Business Services Sr. Analyst, you will provideadvanced administrative and customer service support to staff,ensuring efficient business operations. TheWorkforce Management (WFM) Senior Analyst is responsible for optimizing callcenter staffing levels, agent schedules, and operational performance. This rolefocuses on forecasting contact volumes, building short- and long-term staffingmodels, and analyzing real-time data to meet Service Level Agreements (SLAs). Identifyingtrends, staffing gaps, and delivering actionable insights to maximize bothefficiency and cost-effectiveness. Additionally, the role assists thedepartment 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 [e-mail] or via telephone at [phone] (U.S.) and [phone] (Canada).

CBRE, Inc. is an Equal Opportunity and ...