Job Abstract

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.

Estimated compensation for this position is:

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  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. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary 

• Paid Time Off and Company Holidays

• Flexible and Remote Work Arrangements may be available

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.