*US AMR-Jones Lang LaSalle Americas, Inc.
Call Center Analyst
San Jose,CRI
Sponsorship not specifiedDetected 2 days ago
SQLData AnalysisData VisualizationStatisticsSalesforceCRMForecastingExcelProcess ImprovementBGP/OSPFLeadershipCommunicationCollaborationPublic SpeakingOrganizational Skills
About the role
- JLL empowers you to shape a brighter way.
- Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients.
- This role focuses on monitoring performance metrics, analyzing call data, identifying trends, and delivering actionable insights that enhance service delivery, efficiency, and customer experience.
Responsibilities
- Develop and maintain performance dashboards and reports that provide real-time visibility into call center operations, using tools such as Excel, PowerBI, Tableau, or similar platforms
- Generate regular performance reports for leadership review, presenting key metrics, trends, and insights with clear narrative that supports strategic decision-making
- Conduct quality assurance analysis by reviewing call recordings and documentation to assess adherence to procedures, identify training needs, and support continuous quality improvement
- Collaborate with the Call Center Manager to establish performance benchmarks, track progress against goals, and develop action plans to address performance gaps
- Support special projects and initiatives by providing data analysis, impact assessment, and reporting to inform project planning and measure outcomes
- Maintain data integrity by ensuring accurate data collection, validation, and documentation across all reporting systems and platforms
- Respond to ad-hoc reporting requests from leadership and stakeholders, providing timely analysis and insights to support operational decisions.
Requirements
- 2-4 years of experience in call center analytics, workforce management, quality assurance, or related analytical roles with demonstrated ability to work with performance metrics and reporting systems
- Strong proficiency in Microsoft Excel including advanced functions (pivot tables, VLOOKUP, formulas, data visualization) with ability to manipulate and analyze large datasets
- Experience with call center metrics and KPIs including service level agreements, average handle time, call volume forecasting, abandonment rates, and quality metrics
- Analytical mindset with ability to identify trends, draw insights from data, and translate findings into clear, actionable recommendations for operational improvement
- Excellent written and verbal communication skills in both English and Spanish with ability to present complex data and analysis clearly to both technical and non-technical audiences
- Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow) and call center platforms, including extracting and analyzing data from these systems
- Ability to work independently and proactively identify opportunities for analysis without requiring constant direction
- Professional work habits including reliability, accountability, and ability to handle sensitive performance data with discretion
- Bachelor's degree in business, analytics, mathematics, statistics, or related field (or equivalent practical experience).
- Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process.
Nice to have
- Experience with data visualization and business intelligence tools such as PowerBI, Tableau, Qlik, or similar platforms
- Experience in property management, facilities services, or commercial real estate call center environments with understanding of industry-specific metrics
- Knowledge of quality assurance methodologies and experience conducting call monitoring and scoring
- Experience supporting process improvement initiatives using data analysis, including Lean, Six Sigma, or similar methodologies
- SQL or database query skills that enable direct data extraction and custom reporting
- Certification in call center analytics, workforce management, or related areas (e.g., ICMI, COPC)
- Experience creating automated reports or dashboards that reduce manual reporting effort and provide real-time insights
- Understanding of contact center technology including IVR systems, automatic call distributors (ACD), and call recording platforms.
Compensation
- Because Costa Rica does not observe Daylight Saving Time, your local work schedule will shift twice per year:
Benefits
- Conduct workforce analysis to support scheduling and staffing decisions, forecasting call volume patterns and recommending coverage adjustments based on historical data and anticipated demand
Company info
- We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.
- Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
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