*US AMR-Jones Lang LaSalle Americas, Inc.

Call Center Manager

San Jose,CRI

Sponsorship not specifiedDetected 2 days ago

SalesforceCRMCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringPublic 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 is a working manager role for an experienced call center professional who can balance hands-on call handling with team leadership.

Handle inbound calls within the 60-second SLA, performing all the same responsibilities as your agents including assessing caller needs, verifying caller identity using internal verification tools and protocols, connecting callers to appropriate departments, and searching internal systems to locate and email contacts for building-specific requests
Lead and coach a team of four call center agents, providing training on call handling procedures, internal systems, and quality standards, and conducting regular feedback sessions to support their development and performance improvement
Monitor team performance and call center operations, ensuring the 60-second SLA is met, tracking quality metrics, managing schedules, and adjusting workflows as needed to maintain operational efficiency
Ensure accurate documentation of all calls and interactions, maintaining detailed records that support follow-up and quality assurance processes
Conduct performance evaluations and provide constructive feedback that supports team member growth and aligns with organizational standards.
Maintain operational processes and standards, including call handling procedures, documentation requirements, and quality expectations for the team while ensuring consistency across all interactions

Strong problem-solving and decision-making skills, with the ability to quickly assess situations, determine appropriate courses of action, and provide clear guidance to your team
Excellent verbal and written communication skills in both English and Spanish, with the ability to communicate effectively with callers and clearly articulate expectations to your team
Experience with call center technology, including phone systems, CRM platforms, and internal databases with ability to quickly learn new systems
Professional demeanor and ability to remain composed under pressure, maintaining high service standards even during high-volume periods or challenging interactions
Bachelor's degree or equivalent practical experience demonstrating relevant expertise and professional development
Experience establishing or improving call center operations, processes, and quality standards.
Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process.

Experience onboarding or training new call center teams, particularly in startup or transition environments
Certification in customer service management or call center operations (e.g., ICMI, COPC) demonstrating formal training in industry best practices
Familiarity with Salesforce, ServiceNow, or similar CRM/ticketing platforms used for case management and documentation
Experience working in bilingual call center environments serving diverse customer populations
Track record of meeting or exceeding SLA targets while maintaining high quality standards and customer satisfaction scores
Experience with workforce management tools and reporting platforms that support performance tracking and analysis
Additional Requirements: Must comply with Amazon's return to office policy of being in the office 5 days a week.
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements.

Manage team schedules and coverage to ensure adequate staffing during all operational hours while balancing workload distribution

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.

This listing is sourced directly from *US AMR-Jones Lang LaSalle Americas, Inc.'s careers page and normalized into a canonical job model.