Sr. WFM Analyst

Sr. WFM Analyst

Job ID

294681

Posted

14-Sep-2026

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Data & Analytics

Location(s)

Remote - US - Remote - US - United States of America

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

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 has 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 recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

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