JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
We are seeking a highly motivated and detail-oriented Call Center Coordinator to join our team at Jones Lang LaSalle (JLL). As the Call Center Coordinator, you will provide support and assistance to the Call Center Manager in overseeing the operations of our call center, ensuring exceptional customer service and a smooth workflow. You will collaborate with a diverse team of call center agents, stakeholders, and clients to drive efficiency, improve processes, and exceed service level expectations. This role requires strong leadership skills, excellent communication abilities, and the ability to handle multiple priorities in a fast-paced environment. This is an exciting opportunity to contribute to the success and growth of our organization.
Key Responsibilities:
Assist in coaching, training, and providing guidance to call center agents, fostering a positive and productive work environment.
Support the Call Center Manager in overseeing the day-to-day operations of the call center, ensuring optimal performance, adherence to processes, and achievement of service level objectives.
Monitor call center metrics, including call volumes, average handle time, and customer satisfaction, identifying trends and opportunities for improvement.
Collaborate with cross-functional teams to develop and implement strategies, policies, and procedures to enhance call center operations, streamline processes, and improve overall service delivery.
Assist in the development and implementation of call center quality assurance programs, monitoring performance, providing feedback, and implementing corrective actions as needed.
Handle escalated customer calls, providing exceptional service and resolving issues in a timely and satisfactory manner.
Monitor and analyze call center data and trends, providing regular reporting and insights to the Call Center Manager and other stakeholders.
Assist in the coordination of call center staffing, including scheduling, adherence to breaks, and leave management, ensuring appropriate coverage for peak periods.
Stay updated on industry best practices and emerging technologies in call center operations, recommending and implementing innovative solutions.
Maintain effective relationships with clients, addressing their needs, resolving issues, and ensuring exceptional customer service.
Qualifications and Skills:
Bachelor's degree in Business Administration, Communications, or a related field preferred. Equivalent work experience will also be considered.
Minimum of 3-5 years of experience in call center operations, with at least 1-2 years in a supervisory or assistant managerial role.
Strong leadership and people management skills, with the ability to coach, motivate, and develop a high-performing team.
Excellent communication and interpersonal skills, with the ability to effectively engage and collaborate with diverse stakeholders.
Strong analytical and problem-solving abilities, with the capacity to identify trends, issues, and opportunities for improvement.
Proven experience in implementing call center strategies, policies, and procedures to improve productivity and customer satisfaction.
Proficiency in call center tools and technology (e.g., ACD, IVR, CRM systems) is preferred.
Strong knowledge of call center metrics and best practices in service-level management.
Ability to work independently, prioritize tasks, and manage multiple projects and deadlines in a fast-paced environment.
Flexibility to work shifts, including evenings, weekends, and holidays as needed.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.