About the Role:

As a CBRE Operations Management Sr Manager, you will lead and oversee teams responsible for planning, managing, and directing business operations across a large region or for a high‑profile client account. This role requires strategic oversight, operational excellence, and strong people leadership to ensure alignment with organizational objectives.

This position is part of the Operations Management function, which focuses on coordinating staff activities and operational processes that support the company’s goals and long‑term strategies. The ideal candidate brings extensive remote leadership experience, deep expertise in call center operations, and a proven ability to drive performance across distributed teams.

What You'll Do:

• Experience in telephony set-up (domestic and international) and porting, establishing call routing flows and profiles, optimization of ACDs.
  • Workforce Management leadership experience (full ownership and execution of forecasting, staff planning, and optimized scheduling)
  • Administer and program ACD/telephony systems (Amazon Connect preferred) and Workforce Management platforms (Calabrio preferred), ensuring system configuration supports operational and staffing requirements.
  • Provide formal supervision by leading workforce management and call center teams, overseeing staff training, development, performance evaluations, coaching, recruiting, and hiring.
  • Coordinate daily operations including workforce scheduling, task assignment, cross-training, deadline management, and mentoring to ensure service level and operational targets are met.
  • Prepare and analyze complex financial, operational, and WFM reports; improve performance through data-driven recommendations; and lead monthly forecasting for assigned clients or regions.
  • Identify data integrity and WFM system issues, define corrective data clean-up approaches, and resolve technical and operational challenges of moderate to high complexity.
  • Lead by example in alignment with CBRE RISE values by influencing outcomes, improving methods and standards, understanding cross-departmental impacts, and driving continuous operational improvement.

What You'll Need:

• Experience in telephony setup and routing administration, Workforce Management, staff utilization reporting, development, coaching, appraising, and rewarding performance and retention.
  • Bachelor's Degree preferred with a minimum of 5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
  • Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.
  • Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
  • Leadership skills to motivate the team to achieve broad operational targets with impacts on own job discipline, multiple job disciplines, and department.
  • In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
  • Extensive organizational skills and an advanced inquisitive mindset.